Customer Service Executive

Quess IT Solutions; Bengaluru; On-site; INR 350,000 - 550,000; Full time

Job summary

Quess IT Solutions in Bengaluru is seeking a proactive Customer Support Associate to handle inbound and outbound interactions across calls, emails, and chats, with focus on resolution and customer satisfaction.

You will log interactions in Service Now or ERP systems, provide recruitment support, assist users on the self-service portal, and ensure GDPR-compliant security verifications, while maintaining high quality and adherence to SLAs.

Qualifications

• Freshers and experienced candidates welcomed.
• Proven ability to learn quickly and adapt.
• Good written and verbal communication skills.

Responsibilities

• Receive inbound calls/emails/chats and log cases accurately.
• Provide recruitment support to candidates per processes.
• Guide customers on the self-service portal.
• Ensure GDPR-compliant security verifications.
• Place outbound calls as required.
• Maintain high data and call quality.
• Share knowledge updates with the team.
• Follow company policies and update repositories.
• Maintain attendance and punctuality.
• Minimise complaints by delivering excellent service and call control.

Skills

Customer service

Communication

Tech aptitude

MS Office

Ticketing systems

Tools

ServiceNow

ERP systems

Microsoft Office

SharePoint

Internet Explorer

Job description

Working Hours:

• Shift will be in any of United States of America time zones

Overall Purpose of Job

Freshers and Experience

• 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

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 LearnerPunctual and Disciplined
• Good Communication skills
• Customer Focussed
• Results driven
• High standards of Integrity
• Attention to detail

Working Hours:

• Shift will be in any of United States of America time zones