Customer Support Representative(International Voice Process)

Trigent Software; Bengaluru; On-site; INR 360,000 - 672,000; Full time

Job summary

Trigent Software in Bengaluru is seeking a Customer Services - Customer Service Representative to provide Tier-2 style support across calls, emails and chats. The role emphasizes 100% customer satisfaction, following defined processes and ensuring proper escalation when needed.

A flexible rotation and willingness to work in US time zones are part of the work pattern. The candidate will log interactions, support candidates, guide users on self-service portals and ensure compliance with GDPR and

Qualifications

• Freshers acceptable; prior international BPO experience preferred.
• Excellent verbal and written communication skills.
• Ability to learn quickly and adapt to processes.

Responsibilities

• Receive inbound calls/emails/chats and log cases in required tools.
• Provide recruitment support to candidates per defined processes.
• Assist customers with navigation on self-service portals.
• Conduct security verifications per policy and GDPR guidelines.
• Make outbound calls as required per client/company guidelines.
• Maintain high data and call quality aligned to targets.
• Collaborate with peers and supervisors to ensure service levels.
• Follow all policies and update knowledge bases and repositories.
• Maintain punctual attendance and professional conduct.

Skills

Ticketing systems (ServiceNow)

ERP systems

Microsoft Office

Communication skills

Tools

ServiceNow

MS Office

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
• 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

Key Details Discussed:

• Position Title: Customer Services - Customer Service Representative
• Salary: INR-360000-672000/ Yearly
• Notice Period: 0 - 15 days & Immediate Joiner