- 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 ensure that cases and interactions are logged correctly in the required tool
- 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
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)
Prashant Kumar
PH / WA: (phone hidden)
HRMS India
📌 Customer Support @ Bangalore Pune Mumbai | Voice Process | Night Shift (Bengaluru)
🏢 Hrms India Consulting Services
📍 Bengaluru
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