Customer Service Representative

NLB Services; Mumbai; On-site; INR 300,000 - 450,000; Full time

Job summary

NLB Services is seeking Customer Service Representatives to join their team in Mumbai, Pune, and Bangalore. The ideal candidates will possess excellent communication skills and a customer-first mindset. The role centers around providing high-quality Tier 2 support services, ensuring 100% issue resolution and customer satisfaction.

We are looking for fresh graduates who are eager to start their careers in customer service. If you demonstrate technical aptitude and effective communication abilities, we would love to hear from you!

Qualifications

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

Responsibilities

• Provide high-quality Tier 2 Customer Support services focused on issue resolution.
• Log cases and interactions correctly in the required tools.
• Ensure security verifications per company policies.

Skills

Excellent communication skills

Customer service technologies

Technical aptitude

ServiceNow ticket tracking system

Education

Graduate degree

Tools

Microsoft Office Suite

Internet Explorer

Job description

We're Hiring: Customer Service Representative

We are looking for Customer Service Representatives to join our team in Bangalore, Pune, and Mumbai.

If you're a graduate with excellent communication skills, a customer-first mindset, and are eager to start your career, we'd love to hear from you!

Overall Purpose of the Job

• Provide high-quality Tier 2 Customer Support services to customers with a 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, and chats.
• Follow standard procedures for the proper escalation of unresolved issues to the appropriate internal teams.
• Strive to achieve SLA targets and business outcome indicators defined by the client.

Job Responsibilities / Authorities

• Receive inbound calls, emails, and chats, and ensure that cases and interactions are logged correctly in the required tool.
• Provide recruitment support to candidates (fresh applicants and rehires) as per defined processes.
• Walk customers through/provide navigational support on the self-service portal.
• Ensure security verifications are carried out as per company policies and procedures and are in line with GDPR guidelines.
• Place outbound calls to customers when required, in line with client/company guidelines.
• Work productively while maintaining exceptional call and data quality standards in line with targets.
• Contribute to the team through open and regular communication with peers and supervisors.
• Adhere to all company and departmental policies and procedures (personnel and operational).
• Keep process repositories such as DTPs, Knowledge Base, and 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 efficient use of customer service technologies to complete customer transactions using a ticket tracking system (ServiceNow preferred), ERP systems, Microsoft Office Suite, and Internet Explorer.
• Good technical aptitude with the ability to learn quickly.
• Excellent verbal and written communication skills.

Experience Required

• Experience: Freshers

Job Location

• Bangalore, Pune, and Mumbai

Qualification

• Graduate

Notice Period

• Immediate