Role & responsibilities

Working Hours:

* Shift will be in any of United States of America time zones

* Open to work in rotating work week (Mon-Fri, Tue-Sat, Wed-Sun)

Overall Purpose of Job

Freshers

* 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

* Minimise customer complaints and escalations by providing exceptional service and call control

Knowledge & Skill Requirement

* Ability to demonstrate an efficient 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

Personal Attributes

* Able to work on a adaptable 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 Focussed

* Results driven

* High standards of Integrity

* Attention to detail

📌 International Voice Process Executive (Bengaluru)
🏢 Quess
📍 Bengaluru