Experience: Freshers to 3 Years (Prior International BPO experience preferred)
Industry: BPO / ITES / Customer Support
Contact / HR Desk: (phone hidden)
Job Overview
We are looking for a customer-focused and detail-oriented Tier 2 Customer Support Associate to handle inbound/outbound calls, emails, and chat interactions. In this role, you will provide advanced support, resolve user queries, assist candidates with recruitment workflows, and maintain high customer satisfaction standards while adhering to SLAs and GDPR guidelines.
Key Responsibilities
- Customer Support: Handle inbound calls, chats, and emails while accurately logging all interactions in the ticketing system.
- Tier 2 Escalations: Resolve complex customer and candidate queries regarding recruitment processes (fresh applicants & rehires).
- System Guidance: Assist users with self-service portal navigation and troubleshoot basic technical issues.
- Compliance & Security:
Perform identity/security verifications in accordance with company policies and GDPR regulations.
- Documentation: Maintain and update process documentation, DTPs, Knowledge Base articles, and SharePoint files.
- SLA & Quality Targets: Meet strict operational KPIs, reduce escalations, and deliver excellent service quality.
Required Skills & Qualifications
- Excellent verbal and written English communication skills.
- Prior experience or familiarity with ticketing platforms (ServiceNow preferred).
- Basic knowledge of ERP tools and proficiency in MS Office.
- Strong problem-solving, active listening, and candidate-handling abilities.
- Flexibility to work in US Rotational Shifts and weekend schedules.
- High level of discipline, punctuality, and attention to detail.
Perks & Benefits
- Competitive salary package with performance incentives.
- Exposure to an international BPO setup.
- Rotational week-offs and qualified learning environment.
How to Apply / Contact Info Interested candidates can apply directly or reach out for immediate telephonic screening:
- Contact Number: (phone hidden) (Call or WhatsApp your resume)