Customer Support Representative

Customer Support Executive (International Process)

Preferred candidate : Pass out in 2025 -2026

Job Overview

We are seeking a dedicated and customer-focused Tier 2 Customer Support Executive to deliver high-quality support across calls, emails, and chats. The role requires ensuring complete issue resolution, maintaining high customer satisfaction, and adhering to defined processes and service level agreements (SLAs).

Key Responsibilities

• Handle inbound customer interactions via calls, emails, and chats
  
• Accurately log all customer interactions and cases in the system
  
• Provide recruitment support to candidates (fresh applicants and rehires)
  
• Assist users with navigation on self-service portals.
  
• Perform security verifications in line with company policies and GDPR guidelines
  
• Make outbound calls as required following company/client guidelines
  
• Ensure adherence to SLAs and business performance metrics
  
• Escalate unresolved issues to appropriate internal teams
  
• Maintain high standards of call quality and data accuracy
  
• Update process documentation (DTPs, Knowledge Base, SharePoint) regularly
  
• Collaborate with team members and supervisors for continuous improvement
  
• Ensure punctuality and compliance with company policies
  
• Minimize customer complaints through effective issue resolution and communication
  

Required Skills & Qualifications

• Strong verbal and written communication skills
  
• Basic technical aptitude with the ability to learn quickly
  
• Familiarity with ticketing tools (e.g., ServiceNow preferred), ERP systems, and MS Office
  
• Ability to handle multiple customer service technologies efficiently
  
• Prior experience in an international BPO is preferred; freshers can apply
  

Key Competencies

• Customer-focused mindset
  
• Strong problem-solving and analytical skills
  
• Ability to work under pressure in a fast-paced environment
  
• Team-oriented with strong collaboration skills
  
• High level of integrity and attention to detail
  
• Quick learner with a positive attitude
  
• Punctual, disciplined, and results-driven
  
• This is a Contract-to-Hire role.
  
• The working company will be Accenture, with payroll managed by Teamlease Digital Pvt Ltd.
  

       Regards,
       Prasanna .