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

Pickup/Drop facility

Job summary

Trigent Software in Bengaluru is seeking an International Customer Support professional. Freshers or experienced candidates will handle inbound calls, emails, and chats, working night shifts aligned to US time zones. The role emphasizes 100% issue resolution and customer satisfaction within defined processes.

Qualification is any graduate/postgraduate. A willingness to work in a fast-paced environment with strong communication and technical aptitude is required, with pickup/drop facility

Qualifications

• Freshers or experienced candidates with a degree.
• Strong verbal and written communication skills.
• Comfortable with US time-zone shifts and night shifts.

Responsibilities

• Provide high quality Tier 2 customer support with 100% issue resolution and 100% customer satisfaction.
• Handle inbound calls, emails and chats, following client and internal processes and escalating when needed.
• Strive to meet SLA targets and contribute to business outcomes.

Skills

Customer service

Communication

Technical aptitude

US time-zone shift

Education

Any Graduate/ Any PG

Tools

ServiceNow

ERP systems

Microsoft Office

Job description

Role: International Customer Support

Mode of Work: Work from Office

Experience : Freshers / Experienced

Location: Bengaluru

Working Days: 5 days

Shift: US Rotationa (Night Shift)

Qualification: Any Graduate/ Any PG

Salary : 3.5 LPA to 6.75

Cab: Pick and Drop will be provided

Notice : Immediate to 15days

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
  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

looking only for immediate joiners