Job Description Detailed JD n Working Hours: Shift will be in any of United States of America time zones n Working days : Open to work in rotating work week if required (Mon-Fri, Tue-Sat, Wed-Sun) n Overall, Purpose of Job n n Provide high quality Tier 2 Client Support to Clients with complete focus on 100% issue resolution and 100% client satisfaction. n Adhere to Client defined as well as internally defined processes and procedures while handling Inbound calls emails & chats n Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams n Strive and achieve SLA target and business outcome indicators defined by the client n n Job Responsibilities / Authorities n n Receive inbound Calls/Emails/Chats and ensure that cases and interactions are logged correctly in the required tool n Provide recruitment support to candidates (fresh applicants, rehire) as per defined processes n Walk clients/ Provide navigational support on self-service portal n Ensure security verifications are carried out per company policies and procedures and is lines with the GDPR guidelines n Place outbound calls to clients when required in line with Client / Company guidelines n Work productively whilst maintaining exceptional call/data quality standards in line with targets n Contribute to the team through open and regular communication with peers / supervisors n Adhere to all company or departmental policies and procedures (personnel and operational) n Keep the process repositories like DTPs, Knowledgebase, SharePoint updated with the current process n Maintain regular and punctual attendance in line with company policies and procedures n Minimize customer complaints and escalations by providing exceptional service and call control n n Knowledge & Skill Requirement n n Ability to demonstrate an efficient 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. n Good technical aptitude with an ability to learn quickly. n Excellent verbal and written communication skills Experience Profile. n Prior international work experience preferred. n Freshers acceptable. n n Personal Attributes n n Able to work on a versatile basis as determined by the business needs n Ability to work under pressure n Team worker n Positive Attitude n Quick Learner n Punctual and Disciplined n Good Communication skills n Client Focused n Results driven n High standards of Integrity n Attention to detail n

📌 International Voice Process (Mumbai)
🏢 Artech
📍 Mumbai