CSR - CL 12

Job Description:

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
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
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 Focused
Results driven
High standards of Integrity
Attention to detail

Mode of Work(WFH or WFO) - WFO

Location Pune

Shift Timing Shift will be in any of US time zones. Candidates should be open to work in rotating work week (Mon-Fri Tue-Sat Wed-Sun)