Customer support ( Non IT only) Voice process

TeamLease; Bengaluru; On-site; INR 250,000 - 420,000; Full time

Job summary

TeamLease in Bengaluru seeks a Customer Support Specialist for Tier 2 support across US time zones. You will handle inbound calls, emails and chats, log interactions, and strive for 100% issue resolution and customer satisfaction.

Work involves following client and internal processes, escalating unresolved issues, and maintaining high data and call quality while ensuring GDPR compliance. Freshers welcome; international BPO experience preferred.

Qualifications

• Efficient use of customer service technologies to complete a customer transaction.
• Ability to learn quickly with good technical aptitude.
• Excellent verbal and written communication skills.

Responsibilities

• Receive inbound calls/emails/chats and log cases accurately in required tools.
• Provide recruitment support to candidates as per defined processes.
• Walk customers through self-service portal navigation.
• Ensure security verifications per company policies and GDPR guidelines.
• Place outbound calls when required under client/company guidelines.
• Maintain high data and call quality aligned to targets.

Skills

Excellent verbal communication

Excellent written communication

Technical aptitude

Tools

ServiceNow

ERP systems

Microsoft Office

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 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

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