Customer Support Executive – International Voice Process

Hiring: Customer Support Executive | International Voice Process | 0-5 years | WFO | Shift: US | Bangalore

Techwurkz India is hiring Customer Support Executives for its client engagements in Bangalore — fast joiners preferred.

Client Profile: A global professional services company specializing in technology, consulting, digital transformation, operations, and outsourcing services.

Position - Customer Support Executive – International Voice Process

Eligibility

• Graduate freshers or 12th pass candidates with experience
• International BPO experience preferred

Work Location

• Bangalore – Bellandur & Adugodi
• Candidates should be flexible to work from both locations
• Work From Office (WFO)

Shift Details

• US Shift: 5:30 PM – 3:30 AM
• Rotational work week - US time zone

Detailed JD

• 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

Skills Required

• Good communication skills (verbal & written)
• Basic technical aptitude and quick learning ability
• Knowledge of MS Office and ticketing tools preferred
• Customer-focused with positive attitude

Please submit the following documents to [Confidential Information]

• Latest resume

Additionally, if you are an experienced candidate, please also send the following.

• Relieving letters from previous organizations
• Latest offer letter
• Last 3 months payslips & bank statements
• PF documents / Form 16 / Form 26AS

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