Customer Support Executive

Job Title: Customer Support Executive (Non-Technical voice role) (6 Months Contract)

Experience – 0 to 3yrs

Mode of Work- WFO

Interview process – Versant, CD/OPS Interview (2 Rounds of interview)

Versant Threshold : 58 and above only

Contract Duration : 6 Months

Location –Bangalore ( candidate should be flexible for Belandur and Adugodi ), Pune ( Magarpatta ), Mumbai (Vikhroli)

Shift Timing – Shift will be in any of US time zones. Candidates should be open to work in rotating work week (Mon-Fri, Tue-Sat, Wed-Sun) and 2ways cab will provided 

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

• 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

• Minimize 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 Focused

• Results driven

• High standards of Integrity

• Attention to detail

Documents Required (Post Selection

)Freshers:

Aadhar, PAN, 10th & 12th marksheets, Graduation documents

Experienced Candidates:

Above + EPFO history & experience letters

How to Apply

Share your updated resume with: swamy@radixsol.com

Immediate joiners preferred!