Customer Support Representative

Eteam; Mumbai, Bengaluru, Pune District; On-site; INR 609,336 - 729,864; Full time

Benefits offered by this job

Cab facility for night shifts

Job summary

Eteam is hiring a Customer Support Representative (International Voice) in Mumbai. The role provides Tier 2 support focusing on issue resolution and customer satisfaction. Candidates with 0-5 years of experience are welcome, including freshers. The position offers rotational shifts and is a fully office-based role. Knowledge of customer service technologies and excellent English communication skills are essential. Cabs are provided for night shifts, and hiring is targeted towards graduates from specific fields graduating in 2025 and 2026.

Qualifications

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

Responsibilities

• Provide high quality Tier 2 Customer Support service.
• Adhere to client and internal processes while handling customer interactions.
• Contribute to team communication and maintain quality standards.

Skills

Customer service technologies

Verbal communication

Written communication

Technical aptitude

Education

Graduates from BA, BCom, BBA, BMS (2025 and 2026 only)

Tools

ServiceNow

Microsoft Office Suite

Internet Explorer

Job description

Position - Customer Support Representative (International Voice)

Experience – 0–5 years

Location – Bangalore, Mumbai and Pune (All areas)

Shift – Rotational (Night Shifts)

Role – Contractual

Mode – Fully Work from Office

Interview Process – Versant + OPS

Salary – Max 60k for 4 years experienced

Role & Responsibilities

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.
• 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 in line with 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 (ServiceNow 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 focused.
• Results driven.
• High standards of integrity.
• Attention to detail.

Preferred Candidate Profile

Excellent English communication.

Minimum 1 year experience is required from International (US, UK, Australian) process voice.

Voice Experience Mandate

Ready to work in night shift with 5 days working.

Cabs will be provided for both sides – Pickup and Drop.

Freshers may also apply only 2025 and 2026 (BA, BCom, BBA, BMS) only.