Associate, Customer Service

Jobtailor; Dadri; On-site; INR 300,000 - 420,000; Full time

Job summary

Jobtailor in India is seeking a customer service‑focused professional to respond to candidate issues, analyze situations, and resolve them using internal processes and critical thinking. You will work with case management systems and follow client policies to ensure quality outcomes.

Key responsibilities include collecting information to highlight trends, adapting your communication style, and delivering clear directions to candidates while maintaining service quality and policy compliance.

Qualifications

• Bachelor’s degree or equivalent.
• Experience in customer service is preferred.
• Basic technical troubleshooting experience is preferred.

Responsibilities

• Respond to candidate issues by analyzing the situation and performing necessary actions to reach a resolution using internal processes and critical thinking.
• Actively demonstrate the application of concepts and guidelines.
• Use an internal case management system to complete tasks and find best solutions while upholding client policies and internal procedures.
• Collect essential information to highlight trends and share findings with internal stakeholders to drive solutioning.
• Follow through on commitments, prioritize tasks, and propose solutions for barriers.
• Adapt communication style to meet the needs of conversations while delivering service that exceeds candidates' needs within guidelines.
• Provide clear and concise directions to live candidates while troubleshooting and explaining policies or testing procedures.
• Anticipate candidate needs, identify and resolve issues that impact delivery of quality service.
• Use active listening to understand concerns, questioning to gain clarity, and empathetic reassurance in high-stress situations.
• Research, analyze, interpret, and document candidate interactions.
• Exhibit a positive can-do attitude and openness to new challenges in support of candidates.

Skills

Active listening

Verbal communication

Written communication

Customer service

Problem solving

Education

Bachelor's degree or equivalent

Job description

Responsibilities

• Respond to candidate issues by analyzing the situation and performing necessary and appropriate actions to reach a resolution by using internal processes and critical thinking skills.
• Actively demonstrate the application of concepts and guidelines.
• Using an internal case management system to complete tasks and find best solutions for candidates while adhering and upholding client policies and internal procedures.
• Collect essential and relevant information to highlight trends, sharing findings with internal stakeholders to drive solutioning.
• Follow through on commitments and take responsibility for results, effectively prioritizing tasks. Identify and proposes solutions for barriers to leadership.
• Understands the expectations of a test taker and able to adapt your communication style to meet the needs of a conversation while delivering service that exceeds customer’s needs within department guidelines.
• Effective verbal and written communication skills. Provide clear and concise directions to live candidates while troubleshooting, and/or explaining policies and/or testing procedures.
• Anticipate candidate needs, identifies, and resolves issues that impact the delivery of quality service.
• Use active listening to understand the candidate's concerns, demonstrating comprehension of the issue through the use of asking probing questions, providing supportive directions, and empathetic reassurance during high-stress situations.
• Ability to research, analyze, interpret, and document candidate interactions.
• Exhibits a positive can-do attitude and approach to tasks; meets new challenges and changes with an open mind; demonstrates commitment to the role and supporting a candidate.

Requirements

• Minimum Bachelor's or equivalent
• Customer service experience preferred
• Basic technical troubleshooting experience preferred