Customer Care Executive

Trigent Software; Pune District; On-site; INR 300,000 - 550,000; Full time

Job summary

Trigent Software in Pune is seeking a customer support specialist to deliver high-quality Tier 2 support across calls, emails, and chats. You will follow defined processes, document interactions, and escalate unresolved issues per guidelines while maintaining quality and SLA targets.

Ideal candidates have excellent communication, quick learning ability, and comfort with supporting users via a self-service portal.

Qualifications

• Excellent verbal and written communication skills.
• Good technical aptitude with ability to learn quickly.
• Ability to demonstrate efficient use of customer service technologies to complete a transaction.

Responsibilities

• Handle inbound calls, emails, and chats with accurate logging in required tools.
• Provide recruitment support to candidates as per defined processes.
• Guide customers on self-service portal navigation.
• Ensure security verifications per company policies and GDPR compliance.
• Place outbound calls as required following client/company guidelines.
• Maintain high data and call quality aligned to targets.
• Communicate openly with peers and supervisors to support team goals.
• Follow all company policies and procedures.

Skills

Verbal & WRITTEN communications

Technical aptitude

Ticketing system knowledge

Tools

ServiceNow

Job description

Role & responsibilities

Detailed JD

Working Hours: Shift will be in any of United States of America time zones

Working days : 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 controll

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

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