HR (International Voice Process)

2 weeks ago

Pune, Maharashtra, India Trigent Software Full time US$ 40,000 - US$ 80,000 per year

Job Description: 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

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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