Customer Support Representative (International Voice Process) Versant

Job Description: Please find the detailed job description attached for your reference.
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

Interested candidates please reach out to roshi_[email protected] / 8861628822