Overall Purpose of the Job:

Provide high-quality Tier 2 Customer Support service with a focus on 100% issue resolution and customer satisfaction
Adhere to both client-defined and internal processes while handling inbound calls, emails, and chats
Follow standard procedures for escalation of unresolved issues
Meet SLA targets and business outcome indicators defined by the client

Key Responsibilities:

Handle inbound calls, emails, and chats; log all interactions accurately in the system
Provide recruitment support to candidates (fresh applicants and rehires)
Assist customers with navigation on the self-service portal
Perform security verifications as per company policies and GDPR guidelines
Make outbound calls when required
Maintain high standards of call and data quality
Collaborate effectively with team members and supervisors
Follow all company and departmental policies
Keep knowledge repositories updated (DTPs, Knowledge Base, SharePoint)
Maintain punctuality and attendance standards
Ensure excellent customer service to minimize complaints and escalations

Knowledge & Skills Required:

Familiarity with customer service tools (ServiceNow preferred), ERP systems, and MS Office
Good technical aptitude and ability to learn quickly
Strong verbal and written communication skills

Experience:

Personal Attributes:

International Bpo