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Overall Purpose of Job

- Provide high quality Tier 1 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 ticketing tool
- 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

Nature of HR queries to be dealt with:





- Provide recruitment and onboarding support to new employees
- Updating personal records (Address, Name, emergency contact details) of the employees
- Helping employees process their timesheets, updating payroll records and answering paystub related questions thus ensuring that employees are compensated correctly and on time.
- Helping employees obtain their verification of employment
- Helping hiring managers in the recruitment process
- Manage employee grievance queries
- Administer or change benefits, health plans, retirement plans, etc.

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
- Typing speed 50 words per minute

Educational Profile

• Any graduate from Govt. recognized universities

Experience Profile

- Prior international BPO work experience preferred
- Fresher’s acceptable
- Non-BPO work experience would be irrelevant

Personal Attributes

- Able to work on a versatile 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: 24 x 7 Role & responsibilities

Preferred candidate profile

Apply on Kit Job: kitjob.in/job/4qkb54

📌 International Customer Service Representative (New Delhi)
🏢 BCforward
📍 New Delhi