US Voice- International Process- 48k CTC_Telecom voic

Trigent Software; Bengaluru; Sur place; INR 300 000 - 500 000; Plein temps

Résumé du poste

Trigent Software in Bengaluru is seeking a proactive Tier 2 Customer Support specialist to handle inbound/outbound communications across calls, emails, and chats. You will ensure complete issue resolution and high customer satisfaction while following defined processes.

You will support recruitment-related inquiries, assist users with the self-service portal, and perform GDPR-compliant verifications. A flexible, detail-oriented team player is ideal for this role.

Qualifications

• Inbound calls, emails and chats handling with proper logging in the system
• Freshers acceptable; international BPO experience preferred
• Excellent verbal and written communication skills

Responsabilités

• Receive inbound calls/emails/chats and log interactions accurately
• Provide recruitment support to candidates as per defined processes
• Guide customers on self-service portal navigation
• Ensure GDPR-compliant security verifications
• Place outbound calls when needed per client guidelines
• Maintain high data and call quality to meet targets
• Keep knowledge bases and process docs updated

Connaissances

Ticketing systems

Technical aptitude

Verbal & written communication

Outils

ServiceNow

ERP systems

Microsoft Office

Description du poste

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