Detailed JD Working Hours: Shift will be in any of United States of America time zones Working days : Open to work in rotating work week if required (Mon-Fri, Tue-Sat, Wed-Sun) Overall, Purpose of Job - Provide high quality Tier 2 Client Support to Clients with complete focus on 100% issue resolution and 100% client 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 clients/ 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 clients 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
Minimize customer complaints and escalations by providing exceptional service and call control Knowledge & Skill Requirement - Ability to demonstrate an effective 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.
Positive technical aptitude with an ability to learn quickly.
Excellent verbal and written communication skills Experience Profile.
Prior international 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
Client Focused
Results driven
High standards of Integrity
Attention to detail

📌 International Voice Process Tumakuru
🏢 Artech
📍 Tumakuru