Customer Service Representative

NLB Services; Pune District; On-site; INR 300,000 - 500,000; Full time

Job summary

NLB Services is seeking a Customer Service Representative to join their team in Bangalore, Pune, and Mumbai. The role involves providing Tier 2 Customer Support services, ensuring high customer satisfaction through effective communication and issue resolution.

The ideal candidate should be a graduate with excellent communication skills and a customer-first mindset. Freshers are encouraged to apply. An immediate notice period is preferred.

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 to customers.
• Ensure that cases and interactions are logged correctly.
• Walk customers through the self-service portal.

Skills

Excellent communication skills

Customer-first mindset

Technical aptitude

Education

Graduate

Tools

ServiceNow

Microsoft Office Suite

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