Customer Support Specialist

JoulestoWatts; Mumbai; On-site; INR 220,000 - 360,000; Full time

Job summary

JoulestoWatts in Mumbai is seeking a Candidate Experience Coordinator to manage outbound calls and guide candidates through the application process. You will schedule joining details, review forms, and ensure accuracy at every step.

You will handle inbound inquiries, respond via email, chat, or text, and use ticketing platforms. This role emphasizes confidentiality, quality, and customer satisfaction.

Responsibilities

• Make outbound calls to candidates and encourage them to complete job applications.
• Schedule or reschedule candidates first day of work and share joining details.
• Review application forms and ensure all information is accurately completed.
• Handle inbound calls and resolve candidate queries efficiently.
• Respond to candidate queries via email, chat, or text messages.
• Resolve issues through ticketing platforms; knowledge of ServiceNow will be an advantage.
• Deliver a positive and professional candidate experience.
• Maintain a quality score of 90% or above consistently.
• Escalate complex issues to the relevant stakeholders when required.
• Ensure process controls are followed and documentation is maintained accurately.
• Suggest process improvement ideas to reduce time, improve accuracy, and strengthen controls.
• Participate actively in team-building activities.
• Ensure confidentiality and security of client and candidate data.
• Maintain high levels of customer satisfaction.

Job description

Key Responsibilities

• Make outbound calls to candidates and encourage them to complete job applications.
• Schedule or reschedule candidates first day of work and share joining details.
• Review application forms and ensure all information is accurately completed.
• Handle inbound calls and resolve candidate queries efficiently.
• Respond to candidate queries via email, chat, or text messages.
• Resolve issues through ticketing platforms; knowledge of ServiceNow will be an advantage.

• Deliver a positive and professional candidate experience.
• Maintain a quality score of 90% or above consistently.
• Escalate complex issues to the relevant stakeholders when required.
• Ensure process controls are followed and documentation is maintained accurately.
• Suggest process improvement ideas to reduce time, improve accuracy, and strengthen controls.

• Participate actively in team-building activities.
• Ensure confidentiality and security of client and candidate data.
• Maintain high levels of customer satisfaction.