Customer Support Representative

Role: Customer Support Representative

Role: Customer Support Representative

Location: Bangalore, Pune, Mumbai

Shift: Night Shift (US Timings)

Mode: WFO

2 Ways cab will be given

5 days working and 2 days off

Freshers can also apply

JD:

Working Hours:
? Shift will be in any of United States of America time zones
? Open to work in rotating work week (Mon-Fri, Tue-Sat, Wed-Sun)
Overall Purpose of Job

• Provide high quality Tier 2 Customer Support service to Customers with complete focus on 100% issue resolution and 100% customer satisfaction.
  ? Adhere to Client defined as well as internally defined processes and procedures while handling Inbound calls emails & chats
  ? Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  ? Strive and achieve SLA target and business outcome indicators defined by the client
  

Job Responsibilities / Authorities

• Receive inbound Calls/Emails/Chats and ensure that cases and interactions are logged correctly in the required tool
  ? Provide recruitment support to candidates (fresh applicants, rehire) as per defined processes
  ? Walk customers/ Provide navigational support on self service portal
  ? Ensure security verifications are carried out per company policies and procedures and is lines with the GDPR guidelines
  ? Place outbound calls to customers when required in line with Client / Company guidelines
  ? Work productively whilst maintaining exceptional call/data quality standards in line with targets
  ? Contribute to the team through open and regular communication with peers / supervisors
  ? Adhere to all company or departmental policies and procedures (personnel and operational)
  ? Keep the process repositories like DTPs, Knowledgebase, SharePoint updated with the current process
  ? Maintain regular and punctual attendance in line with company policies and procedures
  ? Minimise customer complaints and escalations by providing exceptional service and call control
  

Knowledge & Skill Requirement

• Ability to demonstrate an efficient use of customer service technologies to complete a customer transaction using Ticket Tracking System (Service Now preferred), ERP systems, Microsoft Office Suite, and Internet Explorer
  ? Good technical aptitude with an ability to learn quickly
  ? Excellent verbal and written communication skills
  Experience Profile
  
• Prior international BPO work experience preferred
  ? Freshers acceptable
  

Personal Attributes

• Able to work on a flexible basis as determined by the business needs
  ? Ability to work under pressure
  ? Team worker
  ? Positive Attitude
  ? Quick Learner
  ? Punctual and Disciplined
  ? Good Communication skills
  ? Customer Focussed
  ? Results driven
  ? High standards of Integrity
  ? Attention to detail
  

Working Hours:
? Shift will be in any of United States of America time zones
? Open to work in rotating work week (Mon-Fri, Tue-Sat, Wed-Sun)