International BPO Executive

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

•           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

•           Results driven

•           High standards of Integrity

•           Attention to detail