International Voice Process

Artech L.L.C.; Mumbai; On-site; INR 350,000 - 550,000; Full time

Job summary

Artech L.L.C. in Mumbai is seeking a dedicated Tier 2 Client Support professional. The role focuses on high-quality issue resolution across calls, emails, and chats, while following client-defined and internal processes.

You will handle escalations per policy, maintain data quality, and strive for SLA targets. Freshers are welcome, with opportunities to grow into senior support roles.

Qualifications

• Experience in client service environments or call centers.
• Strong verbal and written communication abilities.
• Ability to follow defined processes and escalate appropriately.

Responsibilities

• Receive inbound calls/emails/chats and log interactions in the ticket system.
• Provide recruitment support to candidates as per defined processes.
• Guide clients and navigate self-service portals for resolution.
• Ensure security verifications align with company policies and GDPR.

Skills

Client service tools

Clear communication

Fast learner

Team player

Tools

Ticket Tracking System (Service Now)

ERP systems

Microsoft Office Suite

SharePoint

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 if required (Mon-Fri, Tue-Sat, Wed-Sun)

Overall, Purpose of Job

• Provide high quality Tier 2 Client Support to Clients with complete focus on 100% issue resolution and 100% client 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 clients/ 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 clients 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 client service technologies to complete a client 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 work experience preferred.
• Freshers 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
• Client Focused
• Results driven
• High standards of Integrity
• Attention to detail