Job Title: International Customer Support (HR Backend support)

Duration: Contract to hire depending on project need (6 months initially and may extend)

Location: Bangalore, Pune, Mumbai

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

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

Overall, Purpose of Job:

Provide high quality Tier 2 HR 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 team

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

Minimize customer complaints and escalations by providing exceptional service and call control

Knowledge & Skill Requirement:

Ability to demonstrate an effective 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 flexible 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 Focused

Results driven

High standards of Integrity

Attention to detail

📌 International Customer Service Representative (Navi Mumbai)
🏢 Artech
📍 Navi Mumbai