51K Take Home - Customer Support Voice - US Process

Trigent Software; Bengaluru; On-site; INR 350,000 - 675,000; Full time

Benefits offered by this job

Cab provided

Work in rotating shifts

Job summary

Trigent Software is seeking candidates for the role of International Customer Support in Bengaluru. The position requires providing exemplary Tier 2 support, ensuring issue resolution, and upholding customer satisfaction standards.

The role is ideal for freshers or experienced professionals, with a salary ranging from 3.5 to 6.75 LPA, along with benefits such as cab services.

Preferred candidates will possess excellent communication skills and a passion for customer service.

Qualifications

• Ability to demonstrate efficient use of customer service technologies.
• Excellent verbal and written communication skills.
• Prior international BPO work experience preferred.

Responsibilities

• Provide high quality Tier 2 customer support service.
• Adhere to processes while handling inbound calls, emails, and chats.
• Ensure security verifications are carried out per company policies.

Skills

Customer service technologies

Excellent verbal communication

Technical aptitude

Knowledge of Ticket Tracking System

Education

Any Graduate / Any Post Graduate

Tools

Service Now

Microsoft Office Suite

Job description

Role: International Customer Support

Mode of Work: Work from Office

Experience: Freshers / Experienced

Location: Bengaluru

Working Days: 5 days

Shift: US Rotation (Night Shift)

Qualification: Any Graduate/ Any PG

Salary: 3.5 LPA to 6.75 LPA

Cab: Pick and Drop will be provided

Notice: Immediate to 15 days

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)

Roles & Responsibilities:

• 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 Requirements

• 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.
• Prior international BPO work experience preferred.
• Freshers acceptable.

Looking only for immediate joiners.