International Customer Service Representative

Artech L.L.C.; Pune District; On-site; INR 360,000 - 480,000; Full time

Job summary

Artech L.L.C. in Pune, India is seeking an International Customer Support specialist for HR backend support. The role is contract-to-hire depending on project needs, initially six months, with shifts aligned to US time zones.

You will handle inbound calls, emails and chats, provide recruitment support to candidates, guide users on the self-service portal, and ensure GDPR-compliant security verifications while maintaining high QA standards.

Qualifications

• Experience in international customer support environments is preferred.
• Awareness of GDPR and data security practices.
• Willingness to work in rotating US-time shifts.
• Fresher applicants are welcome to apply.
• Ability to operate ticketing and ERP tools effectively.
• Strong problem-solving and documentation skills.

Responsibilities

• 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

Skills

ServiceNow

ERP systems

Microsoft Office

Verbal communication

Written communication

International BPO experience

Freshers accepted

Tools

Internet Explorer

MS Office

Job description

Job Title:

International Customer Support (HR Backend support)

Duration:

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

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