Customer Interaction & Case Management
Receive inbound calls, emails, and chats, ensuring all interactions are accurately logged in the required tool (e.g., ServiceNow).
Provide recruitment-related support to candidates (recent applicants, rehires) as per defined processes.
Walk customers through the self-service portal and provide navigational assistance when required.
Place outbound calls to customers as per company or client guidelines.
Compliance & Quality Assurance
Perform security verification in accordance with company policies, GDPR, and data protection standards.
Maintain exceptional call and data quality in alignment with performance targets.
Keep process documentation (DTPs, Knowledgebase, SharePoint) updated with current procedures.
Collaboration & Communication
Maintain open, regular communication with peers and supervisors to contribute to team success.
Adhere to all organizational policies, including attendance, conduct, and operational procedures.
Minimize customer complaints and escalations through proactive, high-quality service delivery.
Knowledge & Skills Required:
Proficient in customer service tools such as Ticket Tracking Systems (ServiceNow preferred), ERP systems, and Microsoft Office Suite.
Positive technical aptitude and ability to learn new systems quickly.
Strong verbal and written communication skills.
Excellent attention to detail and adherence to process standards.
Experience Profile:
Prior international BPO experience preferred.
Freshers with robust communication and customer service orientation are welcome to apply.
Personal Attributes:
Flexible and adaptable to business requirements.
Ability to perform effectively under pressure.
Team-oriented with a positive attitude and professional discipline.
Customer-focused, results-driven, and committed to high standards of integrity.
Punctual, quick learner, and attentive to detail.