Customer Service Executive

Save jobShare job
Install app

Company logo
Customer Service Executive
Trigent Software,
Trigent Software

50+ applicants
Posted 1 day ago
Job DetailsAbout Company
Job highlights
Experience with Ticket Tracking Systems (Service Now preferred) and ERP; good technical aptitude

Provide Tier 2 customer support via calls, emails, chats; ensure issue resolution and SLA adherence; update process documentation; handle security verifications per GDPR

0 - 1 Years

1 Vacancy

₹ 2-3.25 Lacs P.A

Pune, Bengaluru, Mumbai (All Areas)
Must have key skills
Customer Service,
freshers
Other key skills
BPO,
Customer Support,
Voice Process,
International Voice,
Voice Support,
International Voice Process,
International BPO
Job description
What you’ll do
Job Description: Please find the detailed job description attached for your reference.
Working Hours:
• Shift will be in any of United States of America time zones
• Open to work in rotating work week (Mon-Fri, Tue-Sat, Wed-Sun)
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
• 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, 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
• Freshers 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
• Results driven
• High standards of Integrity
• Attention to detail


Industry type
Analytics / KPO / Research
Department
Human Resources
Role
Human Resources - Other
Role category
Human Resources - Other
Employment type
Full Time, Temporary/Contractual
Education
Graduation Not Required