Customer support ( Non IT only) Voice process

Role & responsibilities

Detailed JD

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 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
•             Freshers acceptable

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

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