Customer Support Representative

Quess IT Solutions; Gurugram District, Bengaluru; On-site; INR 480,000 - 600,000; Full time

Job summary

Quess IT Solutions is recruiting for a CSR (Customer Support Representative) to work on UK and US shifts in an Office setting in India. The role requires 1–4 years of customer support experience and involves outbound calls, inbound support, email assistance, and ticketing tasks for Accenture Pvt Ltd through Quess Corp.

You will handle candidate inquiries, schedule onboarding activities, and ensure data accuracy and security while maintaining a high quality score.

Qualifications

• 1–4 years of experience in customer support or BPO.
• Comfort with UK and US shifts.
• WFH/WFO: WFO.
• Location in Bangalore or Gurugram.

Responsibilities

• Make outbound calls to candidates and motivate them to complete job application.
• Schedule/reschedule first day of work for the employees and share necessary information.
• Review application forms for completeness.
• Handle inbound calls and resolve candidates queries.
• Respond to candidates queries via email/text.
• Resolve queries on a ticketing platform.
• Maintain a high quality score (≥90%).
• Escalate issues and seek guidance for complex problems.
• Ensure process controls and maintain documentation for compliance.
• Suggest process improvements to save time and boost accuracy.

Skills

Outbound calls

Inbound support

Email support

Ticketing system

ServiceNow

Tools

ServiceNow

Job description

Job Description :

Role : CSR (Customer Support Representative)

Shifts : UK & US SHIFTS

WFH/WFO : WFO

Working Days : 5 (Rotational Week Off)

Salary : 4.8 LPA to 6 LPA

Cab Facility : 2 way

Location @ Bangalore & Gurugram

Experience : 1 - 4 years

C2H - Quess Corp

Client : Accenture Pvt Ltd

Virtual Interview :

First Round : Voice Versant Test (62 pass mark)

Second Round : CD

Final Round : OPS

Job Description For Your Reference :

Responsibilities:

Make outbound calls to the candidate and motivate them to complete job application.

Schedule/reschedule first day of work for the employees and sharing necessary information.

Review application form and make sure all the details are filled appropriately.

Handle inbound calls and resolve candidates queries.

Respond to candidates queries over email/text.

Resolve queries on a ticketing platform. Knowledge of Service now will be added advantage

Provide excellent experience to the candidates.

Maintaining a quality score of 90% and above throughout.

Escalate issues and seek advice when faced with complex issues/problems

Ensure process controls are in place; Maintain, validate and update process documentations as applicable to ensure compliance with documentation requirements

• Must be able to propose process improvement ideas which can reduce time, improved accuracy or enhance controls
• Participate in Team building activities
• Ensure and maintain the security and confidentiality of client data
• Ensure Customer Satisfaction