Customer support 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 in line 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 focused.
• Results driven.
• High standards of integrity.
• Attention to detail.