Customer Service Representative

BCforward; Gurugram District; On-site; INR 300,000 - 420,000; Full time

Job summary

BCforward in Gurugram District, India is seeking professionals for customer support roles handling inbound calls, emails, and chats. You will log cases in the ticketing system, guide candidates through processes, and support navigational needs on the self-service portal.

We expect strong verbal and written communication, a quick technical aptitude, and experience with ServiceNow or ERP tools. You will also assist with security verifications and follow company policies and GDPR guidelines.

Qualifications

• Excellent verbal and written communication skills.
• Ability to demonstrate an efficient use of customer service technologies to complete transactions.
• Good technical aptitude with a quick learning ability.

Responsibilities

• Receive inbound calls/emails/chats and log interactions accurately in the required tool.
• Provide recruitment support to candidates as per defined processes.
• Walk customers and provide navigational support on self-service portal.
• Ensure security verifications are carried out per company policies and GDPR guidelines.

Skills

Verbal communication

Written communication

Technical aptitude

Customer service tools

Tools

ServiceNow

ERP systems

Microsoft Office

Internet Explorer

Job description

Job Description

• 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