: Please find the detailed attached for your reference.

Detailed JD

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
- Minimize customer complaints and escalations by providing exceptional service and call control

Knowledge & Skill Requirement

• Ability to demonstrate an effective 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
- Good Communication skills
- Customer Focused
- Results driven
- High standards of Integrity
- Attention to detail

Mode of Work(WFH or WFO) - WFO Shift Timing – Shift will be in any of US time zones. Candidates should be open to work in rotating work week (Mon-Fri, Tue-Sat, Wed-Sun),

Interested candidates pls share me your resume to below mail id [email protected] or (phone hidden)

📌 Customer Support Executive(Blended Process) (Mumbai)
🏢 Trigent Software
📍 Mumbai