Customer Support- International voice process

2 days ago

Bengaluru, Karnataka, India Artech Infosystems Private Limited Full time

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


• Fresher's 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

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

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