49K Salay - Customer Service Voice - US Process

Trigent Software; Bengaluru; On-site; INR 605,000 - 739,000; Full time

Benefits offered by this job

Cab: Pick and Drop

Job summary

Trigent Software in Bengaluru is hiring for a Customer Support Voice role requiring 1–5 years of experience. The position is office-based with a night shift aligned to US time zones and five working days per week.

Compensation is provided with cab facilities and immediate notice period. Responsibilities include handling inbound/outbound communications, maintaining accurate logs, and delivering high-quality Tier 2 support to ensure 100% customer satisfaction while adhering to GDPR and internal

Qualifications

• Minimum 1 year to 5 years of experience in customer support.
• Excellent verbal and written communication skills in English.
• Ability to work in night shift and accept US time zones.

Responsibilities

• Receive and handle inbound calls, emails, and chats with accurate logging in the required tools.
• Provide Tier 2 customer support to ensure issue resolution and customer satisfaction.
• Escalate unresolved issues per client and internal procedures and meet SLA targets.
• Assist candidates and customers with navigation and portal guidance.
• Maintain process documentation and knowledge bases up to date.

Skills

Excellent communication

Customer service

Written & spoken English

Education

Any Graduate

Tools

ServiceNow

MS Office

Job description

Greetings from Trigent Software!!

Candidate with excellent communication skills are higly preferred.

Role: Customer Support Voice

Mode of Work: Work from Office

Experience : Min 1yr to 5yrs

Location: Bengaluru

Working Days: 5 days

Shift: US Rotational( Night Shift)

Qualification: Any Graduate/

Salary : Max 6.72 LPA ( In hand salary 49k)

Cab: Pick and Drop will be provided

Notice : Immediate

Roles & Responsibilities:

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 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

Looking only for immediate joiners

Trigent Software