Detailed JD
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
- Fresher's acceptable
- Shift Timing 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)
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
