Customer Support Representative(International Voice)

Trigent Software; Mumbai, Pune District; On-site; INR 360,000 - 672,000; Full time

Job summary

Trigent Software in India is seeking a Customer Services - Customer Service Representative (International Voice) to manage inbound calls, emails, and chats from international clients, aiming for 100% issue resolution and customer satisfaction.

Flexible between rotating work weeks and shifts aligned to US time zones; 12th/PUC graduates may apply. Position based in Pune or Mumbai with INR 360000–672000 yearly. Contact HR for more details.

Qualifications

• 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

Responsibilities

• 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

Education

12th / PUC or equivalent

Tools

Ticket Tracking System (Service Now)

ERP systems

Microsoft Office Suite

Internet Explorer

Job description

Job Description: Please find the detailed job description attached for your reference.

Working Hours:

Shift will be in any of United States of America time zones (Cab Facility Provided)

Open to work in rotating work week (Mon-Fri, Tue-Sat, Wed-Sun)

Overall Purpose of Job

Graduation Not Required (12th / PUC can also apply)

• 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
  Key Details Discussed:
• Position Title: Customer Services - Customer Service Representative (International Voice)

• Location: PUNE and MUMBAI
• Salary: INR-360000-672000/ Yearly
• Notice Period: N/A

Contact Information: If you have any further questions or need additional information, please feel free to contact me directly.

Saranya S (please call 9686558687(call / Whatsapp)

Email - [e-mail]

Best regards,

Saranya S

HR Recruiter