Customer Support Representative

Role Overview

This position is for a Customer Support Representative in a work-from-office setup. The role is based across Bangalore, Pune, and Mumbai, and it operates in night shifts aligned to US time zones. The workweek is five days on and two days off, with rotating schedules such as Monday to Friday, Tuesday to Saturday, or Wednesday to Sunday. Freshers are welcome to apply.

Key Purpose of the Role

The main goal of the job is to deliver high-quality Tier 2 customer support with complete focus on resolving issues fully and ensuring strong customer satisfaction. The role requires adherence to client-specific and internal procedures while handling inbound calls, emails, and chats. Unresolved issues must be routed to the right internal teams, and support quality must consistently meet SLA and business outcome targets set by the client.

Responsibilities

• Handle incoming calls, emails, and chats, and record every case and interaction accurately in the designated system.
• Support recruitment-related queries for candidates, including fresh applicants and rehires, following the defined process.
• Guide customers and provide navigation assistance for the self-service portal.
• Complete security verification steps in line with company policies and GDPR requirements.
• Make outbound calls to customers when needed, following client and company guidelines.
• Maintain strong productivity while meeting standards for call and data quality.
• Share updates regularly with teammates and supervisors to support smooth collaboration.
• Follow all departmental and company policies, both operational and personnel-related.
• Keep process documentation and knowledge resources such as DTPs, knowledge bases, and SharePoint pages current.
• Maintain consistent attendance and punctuality as required by company policy.
• Reduce complaints and escalations by delivering effective service and maintaining control over customer interactions.

Skills and Knowledge

The role calls for comfort with customer service tools and technology, including ticket tracking systems such as ServiceNow, ERP platforms, Microsoft Office applications, and web browsers like Internet Explorer. A quick learning ability, technical aptitude, and strong verbal and written communication skills are important for success.

Experience and Fit

Prior experience in an international BPO is preferred, but freshers can also be considered. Candidates should be flexible enough to work according to business needs, handle pressure well, and bring a disciplined, customer-first attitude.

Additional Requirements

The job requires night shift availability in US time zones and readiness for a rotating workweek schedule. The office-based working model is mandatory. The employer provides two-way cab support.

Personal Attributes

• Adaptability to changing business requirements
• Ability to perform well under pressure
• Team-oriented mindset
• Positive and proactive attitude
• Fast learning capability
• Punctuality and discipline
• Strong communication skills
• Customer-focused approach
• Results-oriented work style
• High ethical standards
• Attention to detail