- JOB DESCRIPTION:Profile: Customer Support (Voice Process)- Location Bangalore/Mumbai/Pune- Shift: Night Shift- Qualification: Only Graduates - Excellent communication.- Process Type: 100% Voice Support- Background: Only candidates from non-IT background- Interview Rounds:1. Version Round2. CD Round3. OPS Round- Working Hours:- 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)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 clientJob 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 controlKnowledge & 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 skillsExperience Profile- Prior international BPO work experience preferred- Fresher's acceptablePersonal 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 (ref:updazz.com)
