Job Description
Designation - International Customer Service Representative
Eligibility:
Graduate Freshers or 12th pass with experience
International BPO experience preferred
Freshers are welcome
Excellent Communications Skills/NO MTI.
Work Mode:
Work From Office (WFO)
Location:
Bangalore
Cabs Available
Shift Timing:
5:30 PM to 3:30 AM (US shift)
Open to work in any US time zone
Rotational work week (Mon–Fri / Tue–Sat / Wed–Sun)
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, Share Point 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

- Prior international BPO work experience preferred
- Fresher's acceptable

Personal Attributes

- Able to work on a versatile 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 customer service representative(voice/immediate/0-3yrs) (Bengaluru)
🏢 Innova ESI
📍 Bengaluru