Telecom Voice- International Process- 6.7 LPA-

Trigent Software; Pune District, Mumbai, Bengaluru; On-site; INR 350,000 - 500,000; Full time

Job summary

Trigent Software is seeking a qualified Tier 2 Customer Support professional in Pune to handle inbound calls, emails, and chats with a focus on 100% resolution and customer satisfaction. You will navigate the self-service portal, perform GDPR-aligned security verifications, and provide recruitment support to candidates.

The role requires strong communication, familiarity with ticketing systems, and the ability to work in rotating weekly shifts across US time zones.

Qualifications

• Experience handling inbound calls, emails, and chats with a focus on issue resolution.
• Proficient in using ticketing and CRM tools and following defined processes.
• Good written and spoken communication in a professional environment.

Responsibilities

• Receive inbound calls/emails/chats and log cases in the required tool.
• Provide recruitment support to candidates as per defined processes.
• Navigate customers on the self-service portal and assist as needed.
• Ensure security verifications align with policies and GDPR.
• Place outbound calls per client/company guidelines.
• Maintain high data and call quality and meet SLA targets.
• Collaborate with peers and supervisors to support the team.
• Adhere to all policies and keep process repositories updated.
• Maintain regular attendance and minimize complaints through service.
• Demonstrate punctual, disciplined work habits and integrity.

Skills

Customer service

Ticketing system

MS Office

Verbal & written communication

Tools

ServiceNow

ERP systems

MS Office

Internet Explorer

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