International Voice Process - Tier 2 Customer Support Specialist
Pune, Maharashtra, India · Full Time
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- Experience
- Any
- Salary
- INR 45,000 – INR 45,000 / month
- Openings
- 1
- Posted
- 3 മണിക്കൂർ മുൻപ്
- Work mode
- In office
- Resume
- Required to apply
Where you'll work
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Job description
Overview
Join a dynamic international voice process team providing advanced Tier 2 customer support mainly servicing United States time zones. This role demands dedication to achieving complete issue resolution and delivering excellent customer experience by adhering strictly to company and client procedures.
Work Schedule
- Work shifts are scheduled across US time zones.
- Flexible workweek involves rotation among Monday-Friday, Tuesday-Saturday, and Wednesday-Sunday.
Key Responsibilities
- Handle inbound calls, emails, and chats, ensuring accurate logging of interactions using designated ticketing tools.
- Support recruitment activities including assisting fresh candidates and rehires per established workflows.
- Guide customers through self-service portals and troubleshoot with adherence to GDPR and company security protocols.
- Place outbound communications as necessary following client guidelines.
- Maintain high standards of call quality and data integrity to meet or exceed SLA goals.
- Communicate effectively within the team and escalate unresolved issues appropriately.
- Ensure internal knowledge resources remain current and comprehensive.
- Adhere to all personnel and operational policies, ensuring consistent attendance and punctuality.
- Strive to minimize customer complaints by delivering excellent service and call management.
Required Skills and Knowledge
- Proficiency with customer service platforms such as Service Now or similar ticket tracking systems, ERP software, Microsoft Office suite, and standard web browsers.
- Strong technical aptitude coupled with fast learning ability.
- Excellent verbal and written English communication skills essential for customer interaction.
Personal Attributes
- Flexible availability aligned with business needs and rotating shifts.
- Ability to perform well under pressure while maintaining a positive and customer-focused attitude.
- Strong teamwork, punctuality, discipline, and attention to detail.
- High integrity and results-oriented mindset.
About the Employer
The company is a prominent Indian HR services provider headquartered in Bengaluru, operating extensively across India with presence in multiple states and industries. It offers a broad range of staffing, apprenticeship, vocational education, and regulatory technology solutions.