Customer Care Executive

Trigent Software; Gurugram District, Bengaluru; On-site; INR 350,000 - 700,000; Full time

Job summary

Trigent Software is seeking a dedicated Tier 2 Customer Support professional in Gurugram to handle inbound calls, emails, and chats with a focus on issue resolution and customer satisfaction. You will follow defined processes, log interactions, and escalate where needed to internal teams.

You will also provide recruitment support, assist users on the self-service portal, and ensure GDPR compliance while maintaining high data quality and adherence to SLAs.

Qualifications

• Proficient use of ticketing and ERP systems to process customer requests.
• Strong verbal and written communication skills.
• Ability to learn quickly and adapt to new tools and processes.

Responsibilities

• Receive inbound calls, emails, and chats and log cases accurately in the ticketing system.
• Provide recruitment support to candidates as per defined processes.
• Assist customers with navigation on self-service portals and ensure GDPR compliance.
• Place outbound calls when required following client and company guidelines.
• Maintain high data and call quality, contributing to team targets.
• Collaborate with peers and supervisors and share updates regularly.
• Follow all company policies and operational procedures.
• Keep knowledge bases and process repositories up to date with current guidelines.
• Ensure regular attendance and adhere to shift patterns.
• Minimize customer complaints through exceptional service and call control.

Skills

Ticket Tracking System

ServiceNow

ERP systems

Microsoft Office

Internet Explorer

Excellent communication

Fast learner

Team player

Job description

Role & responsibilities

Preferred candidate profile

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