International Customer Service Representative

Job Description

Job Title: International Customer Support (HR Backend support)

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

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Location: Bangalore, Pune, Mumbai

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

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

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Overall, Purpose of Job:

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• Provide high quality Tier 2 HR Support service to Customers with complete focus on 100% issue resolution and 100% customer satisfaction
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• Adhere to Client defined as well as internally defined processes and procedures while handling Inbound calls emails & chats
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• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal team
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• Strive and achieve SLA target and business outcome indicators defined by the client
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Job Responsibilities / Authorities:

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• Receive inbound Calls/Emails/Chats and ensure that cases and interactions are logged correctly in the required tool
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• Provide recruitment support to candidates (fresh applicants, rehire) as per defined processes
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• Walk customers/ Provide navigational support on self-service portal
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• Ensure security verifications are carried out per company policies and procedures and is lines with the GDPR guidelines
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• Place outbound calls to customers when required in line with Client / Company guidelines
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• Work productively whilst maintaining exceptional call/data quality standards in line with targets
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• Contribute to the team through open and regular communication with peers / supervisors
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• Adhere to all company or departmental policies and procedures (personnel and operational)
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• Keep the process repositories like DTPs, Knowledgebase, SharePoint updated with the current process
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• Maintain regular and punctual attendance in line with company policies and procedures
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• Minimize customer complaints and escalations by providing exceptional service and call control
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Knowledge & Skill Requirement:

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• 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
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• Good technical aptitude with an ability to learn quickly
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• Excellent verbal and written communication skills
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• Experience Profile
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• Prior international BPO work experience preferred
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• Fresher's acceptable
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Personal Attributes:

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• Able to work on a flexible basis as determined by the business needs
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• Ability to work under pressure
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• Team worker
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• Positive Attitude
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• Quick Learner
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• Punctual and Disciplined
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• Good Communication skills
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• Customer Focused
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• Results driven
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• High standards of Integrity
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• Attention to detail
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