Opportunity Customer Support International Voice Process
Immediate Joiners Preferred.
Work Model - 5 Days Office
Job Description
Location: Bangalore Whitefield
Shifts: 24/7 (rotational)
Joining: Immediate
Job Title: Customer Service Representative
Key Responsibilities
Inbound Phone Handling:
- Answer inbound customer calls and provide updates on SR/ASR/Incident progress.
- Add comments in tickets for faster processing aligned with customer requests.
- Guide customers on creating service requests, ASRs, and incidents appropriately.
- Support customers with self-service enablement.
- Validate and adjust ticket priorities based on business justification.
- Provide support on lead time and stakeholder connections.
- Guide customers on scheduling expert consultations.
First-Level Resolution & Dispatching:
- Monitor inbound emails and manually create cases when automation fails.
- Dispatch unassigned cases to regional CoEs and processors.
- Support shift coordinators and global heads with operational tasks.
- Resolve customer issues independently and proactively prevent SLA breaches.
- Collaborate with leaders in documentation, reporting, and delivery.
- Contribute to a culture of learning, innovation, and teamwork.
Required Skills
- Strong willingness to learn and adapt quickly.
- Analytical ability to handle multiple systems of record.
- Quick problem-solving and guided troubleshooting skills.
- Strong coordination and stakeholder management abilities
