Customer Support Representative

BCforward; Bengaluru, Pune District; On-site; INR 300,000 - 540,000; Full time

Benefits offered by this job

Two-way cab facility

Job summary

BCforward is seeking a customer support professional to provide Tier 2 assistance with a focus on 100% issue resolution and customer satisfaction. The role involves handling inbound and outbound communications, adhering to processes, and escalating unresolved issues per internal guidelines.

The candidate will also ensure proper security checks and data accuracy while working in a fast-paced environment.

Qualifications

• Ability to demonstrate efficient use of customer service technologies to complete a transaction using ticketing systems and office tools.
• Strong verbal and written communication skills and quick learning ability.
• Ability to work in a fast-paced support environment with focus on customer satisfaction.

Responsibilities

• Handle inbound calls, emails, and chats; log interactions accurately in the required tool.
• Provide recruitment support to candidates per defined processes.
• Guide customers on self-service portal navigation and issue resolution.
• Ensure security verifications per policy and GDPR guidelines.
• Place outbound calls as needed following client and company guidelines.
• Maintain high data and call quality and meet SLA targets.
• Collaborate with peers and supervisors, sharing updates and best practices.
• Adhere to all policies and keep process repositories updated.

Skills

Verbal and written communication

Quick learning

Technical aptitude

Tools

ServiceNow

ERP systems

Microsoft Office

Internet Explorer

Job description

Role & responsibilities

Working Hours

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

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

Preferred candidate profile

willing to work in night shifts

both side cab facility will be provided

Excellent communication skills

freshers and experience can apply