Freshers Non Voice Process

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
• Shift Timing – 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)

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