Job DescriptionDetailed JD

NWorking Hours: Shift will be in any of United States of America time zones

NWorking days: Open to work in rotating work week if required (Mon-Fri, Tue-Sat, Wed-Sun)

NOverall, Purpose of Job

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- Provide high quality Tier 2 Client Support to Clients with complete focus on 100% issue resolution and 100% client satisfaction.
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- Adhere to Client defined as well as internally defined processes and procedures while handling Inbound calls emails & chats
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- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
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- Strive and achieve SLA target and business outcome indicators defined by the client
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nJob Responsibilities / Authorities

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- Receive inbound Calls/Emails/Chats and ensure that cases and interactions are logged correctly in the required tool
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- Provide recruitment support to candidates (fresh applicants, rehire) as per defined processes
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- Walk clients/ Provide navigational support on self-service portal
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- Ensure security verifications are carried out per company policies and procedures and is lines with the GDPR guidelines
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- Place outbound calls toclients when required in line with Client / Company guidelines
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- Work productively whilst maintaining exceptional call/data quality standards in line with targets
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- Contribute to the team through open and regular communication with peers / supervisors
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- Adhere to all company or departmental policies and procedures (personnel and operational)
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- Keep the process repositories like DTPs, Knowledgebase, SharePoint updated with the current process
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- Maintain regular and punctual attendance in line with company policies and procedures
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- Minimize customer complaints and escalations by providing exceptional service and call control
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nKnowledge & Skill Requirement

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- 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.
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- Good technical aptitudewith an ability to learn quickly.
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- Excellent verbal and written communication skills Experience Profile.
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- Prior international work experience preferred.
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- Freshers acceptable.
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nPersonal Attributes

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- Able to work on aflexible basis as determined by the business needs
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- Ability to work under pressure
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- Team worker
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- Positive Attitude
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- Quick Learner
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- Punctual and Disciplined
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- Good Communication skills
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- Client Focused
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- Results driven
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- High standards of Integrity
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- Attention to detail
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📌 International Voice Process (Bengaluru)
🏢 Artech
📍 Bengaluru