Customer Support Voice - 51K Salary - US Process

Trigent Software; Gurugram District; On-site; INR 650,000 - 720,000; Full time

Benefits offered by this job

Pick and drop

Job summary

Trigent Software invites applications for a Customer Support Voice role in Gurugram. This office-based job operates on a US night shift, with 1–5 years of experience and excellent communication skills preferred. 5 working days and immediate joining are requested.

The role involves handling inbound calls, emails, and chats, logging cases in the ticketing system, guiding candidates on the self-service portal, and ensuring 100% issue resolution while meeting SLA targets and security guidelines.

Qualifications

• 1–5 years of experience in customer support.
• Any graduate qualification acceptable.
• Excellent verbal and written communication skills.

Responsibilities

• Handle inbound calls, emails and chats; log cases in the required tool.
• Provide recruitment support to candidates per defined processes.
• Guide customers on the self-service portal and ensure security verifications as per policy.
• Place outbound calls when required and maintain high data/call quality.
• Escalate unresolved issues per client/company guidelines and meet SLA targets.

Skills

Excellent communication

Technical aptitude

Verbal communication

Written communication

Education

Any Graduate

Tools

ServiceNow

ERP systems

Microsoft Office

Job description

Greetings from Trigent Software!!

Candidate with excellent communication skills are higly preferred.

Role: Customer Support Voice

Mode of Work: Work from Office

Experience : Min 1yr to 5yrs

Location: Gurgram

Working Days: 5 days

Shift: US Rotational( Night Shift)

Qualification: Any Graduate/

Salary : Max 6.72 LPA ( In hand salary 49k)

Cab: Pick and Drop will be provided

Notice : Immediate

Roles & Responsibilities:

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
• Minimize 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

Looking only for immediate joiners

Regards

HR Sujath Ali(Recruitment Specialist)

Trigent Software