Job Description Detailed JD
n Working Hours: Shift will be in any of United States of America time zones
n Working days : Open to work in rotating work week if required (Mon-Fri, Tue-Sat, Wed-Sun)
n Overall, Purpose of Job
n n Provide high quality Tier 2 Client Support to Clients with complete focus on 100% issue resolution and 100% client satisfaction.
n Adhere to Client defined as well as internally defined processes and procedures while handling Inbound calls emails & chats
n Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
n Strive and achieve SLA target and business outcome indicators defined by the client
n n Job Responsibilities / Authorities
n n Receive inbound Calls/Emails/Chats and ensure that cases and interactions are logged correctly in the required tool
n Provide recruitment support to candidates (fresh applicants, rehire) as per defined processes
n Walk clients/ Provide navigational support on self-service portal
n Ensure security verifications are carried out per company policies and procedures and is lines with the GDPR guidelines
n Place outbound calls to clients when required in line with Client / Company guidelines
n Work productively whilst maintaining exceptional call/data quality standards in line with targets




n Contribute to the team through open and regular communication with peers / supervisors
n Adhere to all company or departmental policies and procedures (personnel and operational)
n Keep the process repositories like DTPs, Knowledgebase, SharePoint updated with the current process
n Maintain regular and punctual attendance in line with company policies and procedures
n Minimize customer complaints and escalations by providing exceptional service and call control
n n Knowledge & Skill Requirement
n n Ability to demonstrate an efficient use of client service technologies to complete a client transaction using Ticket Tracking System (Service Now preferred), ERP systems, Microsoft Office Suite, and Internet Explorer.
n Good technical aptitude with an ability to learn quickly.
n Excellent verbal and written communication skills Experience Profile.
n Prior international work experience preferred.
n Freshers acceptable.
n n Personal Attributes
n n Able to work on a flexible basis as determined by the business needs
n Ability to work under pressure
n Team worker
n Positive Attitude
n Quick Learner
n Punctual and Disciplined
n Valuable Communication skills
n Client Focused
n Results driven
n High standards of Integrity
n Attention to detail
n

📌 International Voice Process (Bengaluru)
🏢 Artech
📍 Bengaluru