Job Title: International Customer Support (HR Backend support)

Duration: Contract to hire depending on project need (6 months initially and may extend)

Location: Bangalore, Pune, Mumbai

Working Hours: Shift will be in any of United States of America time zones

Working days : Open to work in rotating work week (Mon-Fri, Tue-Sat, Wed-Sun)

Overall, Purpose of Job:

Provide high quality Tier 2 HR 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 team
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
Minimize 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
Fresher's acceptable

Personal Attributes:

International Customer Service Representative