Citizen
Full Time
Direct Hire
UG :- - Not Required
PG :- - Not Required
No of position :- ( 1 )
Post :- 16th Jul 2022
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
• Typing speed 50 words per minute
Educational Profile
• Any graduate from Govt. recognized universities
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
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)