Tier 2 Customer Support Associate (BPO)

BCforward; Bengaluru; On-site; INR 300,000 - 420,000; Full time

Benefits offered by this job

Competitive salary package

Exposure to international BPO setup

Job summary

BCforward in Bengaluru is seeking a motivated Tier 2 Customer Support Associate to handle calls, emails, and chat while delivering high-quality recruitment support. You will work on advanced queries, assist candidates with processes, and ensure GDPR-compliant handling and accurate logging of interactions.

The role requires sharp problem-solving, strong English communication, and a willingness to work US rotational shifts in a dynamic BPO environment.

Qualifications

• Freshers to 3 years in customer support or related roles.
• Experience with ticketing platforms preferred (ServiceNow).
• Excellent English written and verbal communication.
• Familiarity with ERP tools and MS Office.

Responsibilities

• Handle inbound/outbound calls, emails, and chats and log interactions.
• Resolve complex queries related to recruitment workflows.
• Guide users to self-service portals and troubleshoot basic issues.
• Perform identity verifications in line with policies and GDPR.
• Maintain process docs, knowledge base, and SharePoint files.
• Meet SLA and quality targets with accurate data logging.

Skills

English communication

ServiceNow

MS Office proficiency

Problem solving

Active listening

Candidate handling

Tools

ServiceNow

MS Office

ERP tools

Job description

Here is a clean, compelling, and professional job posting tailored for Naukri.com to help you attract top talent quickly:

Hiring: Tier 2 Customer Support Associate (US Shifts) BPO Operations

Location: [Insert Location, e.g., Hyderabad / Bengaluru / Remote / Hybrid]

Work Mode: Work from Office / Hybrid

Shift: US Rotational Shifts

Experience: Freshers to 3 Years (Prior International BPO experience preferred)

Industry: BPO / ITES / Customer Support

Contact / HR Desk: 6301846809

Job Overview

We are looking for a customer-focused and detail-oriented Tier 2 Customer Support Associate to handle inbound/outbound calls, emails, and chat interactions. In this role, you will provide advanced support, resolve user queries, assist candidates with recruitment workflows, and maintain high customer satisfaction standards while adhering to SLAs and GDPR guidelines.

Key Responsibilities

• Customer Support: Handle inbound calls, chats, and emails while accurately logging all interactions in the ticketing system.
• Tier 2 Escalations: Resolve complex customer and candidate queries regarding recruitment processes (fresh applicants & rehires).
• System Guidance: Assist users with self-service portal navigation and troubleshoot basic technical issues.
• Compliance & Security: Perform identity/security verifications in accordance with company policies and GDPR regulations.
• Documentation: Maintain and update process documentation, DTPs, Knowledge Base articles, and SharePoint files.
• SLA & Quality Targets: Meet strict operational KPIs, reduce escalations, and deliver excellent service quality.

Required Skills & Qualifications

• Excellent verbal and written English communication skills.
• Prior experience or familiarity with ticketing platforms (ServiceNow preferred).
• Basic knowledge of ERP tools and proficiency in MS Office.
• Strong problem-solving, active listening, and candidate-handling abilities.
• Flexibility to work in US Rotational Shifts and weekend schedules.
• High level of discipline, punctuality, and attention to detail.

Perks & Benefits

• Competitive salary package with performance incentives.
• Exposure to an international BPO setup.
• Rotational week-offs and professional learning environment.