International Customer Care Executive

NLB Services; Pune District, Bengaluru; On-site; INR 350,000 - 520,000; Full time

Job summary

NLB Services is seeking a dedicated Tier 2 Customer Support specialist to provide high-quality assistance across inbound calls, emails, and chats. You will ensure 100% issue resolution, adhere to client and internal processes, and log interactions in the required tools.

The role requires flexibility to work in rotating US time zones and an office-based work mode. You will handle recruitment support, guide customers on self-service portals, and maintain data integrity while meeting SLA targets.

Qualifications

• Ability to navigate customer service technologies to complete transactions.
• Excellent verbal and written communication.
• Ability to work under pressure and meet targets.

Responsibilities

• Handle inbound calls/emails/chats and log interactions accurately.
• Provide recruitment support to candidates per defined processes.
• Guide customers through self-service portals and navigate support resources.
• Escalate unresolved issues per policy and ensure timely resolution.
• Maintain data quality and contribute to process repositories.

Skills

Customer service tech

Communication skills

Teamwork

Tools

Service Now

ERP systems

Microsoft Office

Internet Explorer

Job description

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

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

Work mode : Work from Office

Interview Rounds

CD followed by Versant