Customer Service Representative

1 week ago

Bengaluru, Karnataka, India UpSkilling EDUTECH Private limited Full time ₹ 4,00,000 - ₹ 6,80,000 per year

Detailed JD

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

Job Types: Full-time, Part-time, Permanent, Fresher

Pay: ₹25, ₹56,767.76 per month

Benefits:

  • Cell phone reimbursement
  • Flexible schedule
  • Food provided
  • Health insurance
  • Leave encashment
  • Life insurance
  • Paid sick time
  • Paid time off
  • Provident Fund
  • Work from home

Work Location: In person

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