International Voice Process

Role : International Voice Process

Experience : Fresher to 7 years of experience into International Voice Process

Location : Pune/Mumbai/Bangalore

Shift : Night Shift

Salary :

For Freshers : 25K CTC

6 Months of experience : up to 28K CTC

7 Months to 3 years : Up to 40K CTC

5 years to 7 years : Up to 60K CTC

Education : HSC / Graduation

Notice : Immediate

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
• Adhere to all company or departmental policies and procedures (personnel and operational)
• Keep the process repositories like DTPs, Knowledgebase, SharePoint 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 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 Focussed

Job Type: Full-time

Pay: Up to ₹400,000.00 per year

Benefits:

• Provident Fund

Schedule:

• Monday to Friday
• Night shift
• US shift
• Weekend availability

Experience:

• International Voice process: 1 year (Required)

Shift availability:

• Night Shift (Required)

Work Location: In person