International Customer Care Executive

JoulestoWatts; Navi Mumbai; On-site; INR 300,000 - 600,000; Full time

Job summary

JoulestoWatts in Navi Mumbai is seeking a Tier 2 Customer Support professional to handle inbound calls, emails, and chats in alignment with client processes and GDPR guidelines. You will assist candidates with self-service portals and provide recruitment support while ensuring high-quality service and adherence to SLAs.

Freshers are welcome; prior international BPO experience is a plus. Shift will be in US time zones, with rotating work weeks as defined by the team.

Qualifications

• Good technical aptitude and quick learner.
• Excellent verbal and written communication skills.

Responsibilities

• Handle inbound calls, emails, and chats; log cases in required tools.
• Provide recruitment support to candidates per defined processes.
• Guide customers on self-service portal navigation.
• Ensure security verifications align with company policies and GDPR.
• Place outbound calls as required per client/company guidelines.

Skills

Technical aptitude

Verbal communication

Written communication

Job description

Detailed JD

Working Hours: Shift will be in any of United States of America time zones

Working days : 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

Knowledge & Skill Requiremen

• 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

Contact Number:9606973197