EXP :- 0 - 5 years
SAL :- 1-6 Lacs P.A.
Pune, Bengaluru
Job description
Role & responsibilities
S Keerthana
Senior Consultant
s.keerthana@teamlease.in
8105187760
Detailed JD
Overall, Purpose of Job
â?¢ Provide high quality Tier 2 Customer Support service to Customers with complete focus on 100% issue resolution and 100% customer satisfaction.
â?¢ Adhere to Client defined as well as internally defined processes and procedures while handling Inbound calls emails & chats
â?¢ Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
â?¢ 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
â?¢ Provide recruitment support to candidates (fresh applicants, rehire) as per defined processes
â?¢ Walk customers/ Provide navigational support on self-service portal
â?¢ Ensure security verifications are carried out per company policies and procedures and is lines with the GDPR guidelines
â?¢ Place outbound calls to customers when required in line with Client / Company guidelines
â?¢ Work productively whilst maintaining exceptional call/data quality standards in line with targets
â?¢ Contribute to the team through open and regular communication with peers / supervisors
â?¢ Adhere to all company or departmental policies and procedures (personnel and operational)
â?¢ Keep the process repositories like DTPs, Knowledgebase, SharePoint updated with the current process
â?¢ Maintain regular and punctual attendance in line with company policies and procedures
â?¢ Minimize 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
â?¢ Good technical aptitude with an ability to learn quickly
â?¢ Excellent verbal and written communication skills Experience Profile
â?¢ Prior international BPO work experience preferred
â?¢ Freshers acceptable
Personal Attributes
Able to work on a flexible basis as determined by the business needs
â?¢ Ability to work under pressure
â?¢ Team worker
â?¢ Positive Attitude
â?¢ Quick Learner
â?¢ Punctual and Disciplined
â?¢ Good Communication skills
â?¢ Customer Focused
â?¢ Results driven
â?¢ High standards of Integrity
â?¢ Attention to detail
Role: Customer Success - Other
Industry Type: IT Services & Consulting
Department: Customer Success, Service & Operations
Employment Type: Full Time, Temporary/Contractual
Role Category: Customer Success
Education
UG: Graduation Not Required
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