International Customer Service Representative

Artech L.L.C.; Pune District; On-site; INR 300,000 - 540,000; Full time

Job summary

Artech L.L.C. invites applications for an International Customer Support role in HR Backend support. This contract-to-hire position operates across Bangalore, Pune and Mumbai, with shifts aligned to United States time zones.

You will handle inbound calls, emails and chats, provide recruitment support to candidates, navigate the self-service portal, and ensure GDPR-compliant security verifications. The role focuses on 100% issue resolution and meeting client SLAs.

Qualifications

• Proven ability to handle inbound calls, emails, and chats efficiently.
• Experience with Service Now or similar ticketing systems.
• Excellent verbal and written communication in English.
• Willing to work in shifts across US time zones.

Responsibilities

• Receive inbound Calls/Emails/Chats and ensure cases are logged in required tools.
• Provide recruitment support to candidates per defined processes.
• Navigate self-service portal for customers.
• Ensure security verifications per company policy and GDPR.
• Place outbound calls as required per guidelines.
• Maintain high data and call quality standards to meet targets.
• Contribute to team through open communication with peers and supervisors.
• Keep process repositories up to date.

Skills

Ticketing systems

ServiceNow

ERP systems

MS Office

Verbal communication

Written communication

International BPO experience

Freshers welcome

Tools

SharePoint

Knowledgebase

Job description

Job Title: International Customer Support (HR Backend support)

Duration: Contract to hire depending on project need (6 months initially and may extend)

Location: Bangalore, Pune, Mumbai

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 HR 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 team
• 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
• Prior international BPO work experience preferred
• Fresher’s acceptable

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 Focused
• Results driven
• High standards of Integrity
• Attention to detail