Job Title: Tier 2 Customer Support Associate (BPO)
Job Description:
We are hiring for a Tier 2 Customer Support Associate role to provide high-quality customer support through calls, emails, and chat. The candidate will be responsible for resolving customer issues, handling recruitment-related queries, guiding users on self-service portals, and ensuring SLA and quality compliance.
Key Responsibilities:
- Handle inbound/outbound calls, emails, and chat support
- Resolve customer queries and provide Tier 2 support
- Assist candidates with recruitment-related concerns (freshers & rehires)
- Guide users on portals and system navigation
- Follow escalation procedures for unresolved cases
- Maintain accurate documentation and system updates
- Ensure SLA adherence, quality standards, and GDPR compliance
Required Skills:
- Strong communication (verbal & written)
- Good problem-solving and customer handling skills
- Basic technical aptitude and MS Office knowledge
- Experience with ticketing tools like ServiceNow is preferred
- Ability to work in a fast-paced environment
Eligibility:
- Freshers and experienced candidates can apply
- International BPO experience preferred
Shift & Work Mode:
- US Shift
- Rotational work week (Mon–Fri / Tue–Sat / Wed–Sun)
- Work mode as per business requirement (WFO/Hybrid)
Mandatory Requirements:
- Flexible to work in US shifts
- Comfortable with rotational week-offs
- Good attendance and punctuality
