International Customer Service Representative(Voice/Immediate/0-3yrs)

Innova ESI; Bengaluru; On-site; INR 350,000 - 500,000; Full time

Benefits offered by this job

Cabs Available

Work From Office (WFO)

Job summary

Innova ESI is seeking an International Customer Service Representative to provide Tier 2 support, ensuring 100% customer satisfaction. The role involves managing inbound and outbound communications efficiently and adhering to company guidelines and procedures.

Ideal candidates must possess excellent communication skills, be adaptable to flexible work schedules, and preferably have prior experience in an International BPO environment.

Qualifications

• Graduate freshers or 12th pass with experience are welcome.
• International BPO experience preferred.
• Excellent verbal and written communication skills.

Responsibilities

• Provide high quality Tier 2 Customer Support service.
• Receive inbound Calls/Emails/Chats and log cases correctly.
• Ensure security verifications are carried out as per guidelines.
• Maintain regular and punctual attendance in line with policies.

Skills

Excellent Communications Skills

Customer Service Technologies

Technical Aptitude

Ticket Tracking Systems

Education

Graduate or 12th pass with experience

Tools

ERP systems

Microsoft Office Suite

Service Now

Job description

• Designation-International Customer Service Representative
• Graduate Freshers or 12th pass with experience
• International BPO experience preferred
• Freshers are welcome
• Excellent Communications Skills/NO MTI.

Work Mode

• Work From Office (WFO)

Location

• Cabs Available

Shift Timing

• 5:30 PM to 3:30 AM (US shift)
• Open to work in any US time zone
• Rotational work week (Mon–Fri / Tue–Sat / Wed–Sun)

Detailed JD

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

• 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

Personal Attributes

• Able to work on a flexible basis as determined by the business needs