Job Description

Detailed JD

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
  
• Minimize 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
  

Mode of Work(WFH or WFO) - WFO
Interview process Versant, CD and OPS Interview
Versant Threshold : 58 and above only
Shift Timing Shift will be in any of US time zones. Candidates should be open to work in rotating work week (Mon-Fri, Tue-Sat, Wed-Sun)

Interested candidates please send your updated resume on

fzshaikh@eteaminc.com

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