CSR VOICE Support International voice process-Bangalore virtual rounds

Eteam; Bengaluru; On-site; INR 300,000 - 540,000; Full time

Job summary

Eteam in Bengaluru seeks a Tier 2 Customer Support associate with excellent communication to handle inbound queries across calls, emails and chats. Focus is 100% issue resolution and customer satisfaction, with shift rotations across US time zones.

Candidates should adapt to client processes, support navigation on the self-service portal, and maintain high data quality while adhering to security policies and GDPR guidelines.

Qualifications

• Excellent verbal and written communication skills.
• Experience using ticketing systems (Service Now preferred).
• Familiarity with ERP systems and MS Office Suite.
• Ability to quickly learn new tools and processes.
• Strong attention to detail and customer focus.

Responsibilities

• Receive inbound calls/emails/chats and log interactions accurately.
• Provide recruitment support to candidates per defined processes.
• Navigate customers on the self-service portal and provide guidance.
• Ensure security verifications align with policies and GDPR.
• Escalate unresolved issues through proper channels.
• Maintain data quality and contribute to knowledge repositories.

Skills

Excellent communication

Ticket Tracking System

ERP systems

Microsoft Office

Internet Explorer

Tools

ServiceNow

SharePoint

Job description

JOB ROLE

only excellent communication required

Graduates can apply

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
  Experience Profile

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 Focussed
  • Results driven
  • High standards of Integrity
  • Attention to detail

Work mode : Work from Office

interview virtual mode

• need excellent communication