Customer Support Voice - US Process (Voice Process)

Trigent Software; Bengaluru; Sur place; INR 350 000 - 675 000; Plein temps

Avantages offerts par ce poste

Two-way cab provided

Pick and drop

Résumé du poste

Trigent Software in Bengaluru is hiring for International Customer Support. Freshers or experienced candidates are welcome for a night-shift role operating in US time zones, with two-way cab facilities and 5-day work weeks.

Role involves handling inbound calls, emails, and chats, ensuring 100% issue resolution and customer satisfaction while following GDPR guidelines and internal processes. Immediate joining is preferred.

Qualifications

• Freshers or experienced candidates welcome.
• Immediate joiners preferred.
• Night shift on US time zones with rotational patterns.

Responsabilités

• Handle inbound calls, emails and chats with focus on resolution and customer satisfaction.
• Provide recruitment support to candidates per defined processes.
• Guide customers on self-service portal and navigate through resources.
• Ensure security verifications per company policy and GDPR guidelines.
• Place outbound calls when required and maintain high data quality and SLA adherence.
• Maintain up-to-date documentation in knowledge bases and process repositories.

Connaissances

Customer service

Communication skills

US time zones

Team player

Tech savvy

Formation

Any Graduation / Postgraduate

Outils

ServiceNow

ERP systems

MS Office

Description du poste

HIRING FOR LEADING MNC!!!!!!!!!!!

IMMEDIATE JOINERS PREFERRED!!!!!!!

Role: International Customer Support

Mode of Work: Work from Office

Experience : Freshers / Experienced

Location: Bengaluru

Working Days: 5 days

Shift: US Rotational (Night Shift)(Two way cab provided)

Qualification: Any Graduate/ Any PG

Salary : 3.5 LPA to 6.75

Cab: Pick and Drop will be provided

Notice : Immediate to 15days

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
• 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

looking only for immediate joiners

Trigent Software