: Please find the detailed 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
- Positive Communication skills
- Customer Focussed
- Results driven
- High standards of Integrity

• Attention to detail

Interested candidates please share your resumes to [email protected] or (phone hidden)

📌 Customer Support Representative (Mumbai)
🏢 Trigent Software
📍 Mumbai