International Voice Process- 6.7 LPA- Night Shift

Trigent Software; Pune District, Mumbai, Bengaluru; On-site; INR 300,000 - 460,000; Full time

Job summary

Trigent Software in Pune, India is seeking a Customer Support professional to deliver high quality Tier 2 support across inbound calls, emails, and chats, with a focus on issue resolution and customer satisfaction.

You will follow client and internal processes, log interactions in Service Now, and escalate when needed, while maintaining data quality and contributing to a collaborative team environment.

Qualifications

• Ability to use ticketing systems (ServiceNow) and ERP tools to complete transactions.
• Strong technical aptitude and quick learning ability.
• Excellent verbal and written communication skills.

Responsibilities

• Handle inbound calls, emails and chats and log cases accurately.
• Provide recruitment support to candidates per defined processes.
• Guide customers on self-service portals and navigate accordingly.
• Ensure security verifications per policy and GDPR compliance.
• Place outbound calls as required following guidelines.
• Maintain high data and call quality to meet SLAs.
• Contribute to the team through open communication with peers and supervisors.
• Adhere to all company policies and procedures.
• Keep process repositories updated with latest procedures.

Skills

Ticketing System (ServiceNow)

ERP Systems

Microsoft Office Suite

Web Interface / Internet Explorer

Tools

ServiceNow

ERP Software

MS Office

Job description

Job Description:

Please find the detailed job description attached for your reference.

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
• 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
• 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
• Customer Focussed
• Results driven
• High standards of Integrity
• Attention to detail