Customer Support- Bangalore / Pune / Mumbai - Night shifts !!!
Detailed JD
Overall, Purpose of Job
- Providehighquality Tier 2 Customer Supportservice to Customerswithcompletefocus on 100%issueresolution and 100%customersatisfaction.
- Adhere to Clientdefinedaswellasinternallydefinedprocessesandprocedureswhilehandling Inboundcallsemails&chats
- Followstandardproceduresforproperescalationofunresolvedissuestotheappropriateinternalteams
• Striveandachieve SLAtargetandbusinessoutcomeindicatorsdefinedbytheclient
Job Responsibilities/Authorities
- Receiveinbound Calls/Emails/Chatsandensurethatcasesandinteractionsareloggedcorrectlyintherequiredtool
- Providerecruitmentsupporttocandidates(freshapplicants, rehire)asperdefinedprocesses
- Walkcustomers/Providenavigationalsupportonself-serviceportal
- Ensuresecurityverificationsarecarriedoutpercompanypoliciesandproceduresandislineswith the GDPRguidelines
- Placeoutboundcallstocustomerswhenrequiredinline with Client/Companyguidelines
- Workproductivelywhilstmaintainingexceptionalcall/dataqualitystandardsinlinewithtargets
- Contributetotheteamthroughopenandregularcommunicationwithpeers/supervisors
- Adheretoallcompanyordepartmentalpoliciesandprocedures(personnelandoperational)
- Keeptheprocessrepositorieslike DTPs, Knowledgebase, Sh are Pointupdatedwiththecurrentprocess
- Maintainregularandpunctualattendanceinlinewithcompanypoliciesandprocedures
• Minimizecustomercomplaintsandescalationsbyprovidingexceptionalserviceandcallcontrol
Knowledge&Skill Requirement
•Abilitytodemonstrateanefficientuseofcustomerservicetechnologiestocompleteacustomertransactionusing Ticket Tracking System(Service Nowpreferred), ERPsystems, Microsoft Office Suite, and Internet Explorer
- Goodtechnicalaptitudewithanabilitytolearnquickly
- Excellentverbalandwrittencommunicationskills Experience Profile
- Priorinternational BPOworkexperiencepreferred
• Freshersacceptable
Personal Attributes
•Abletoworkonaflexiblebasisasdeterminedbythebusinessneeds
- Abilitytoworkunderpressure
- Teamworker
- Positive Attitude
- Quick Learner
- Punctual and Disciplined
- Good Communicationskills
- Customer Focused
- Resultsdriven
- Highstandards of Integrity
- Attentiontodetail
Mode of Work(WFHor WFO)-WFO
Interviewprocess Versant, CDand OPSInterview
Versant Threshold: 58 andaboveonly
Shift Timing Shiftwillbeinany of UStimezones. Candidatesshouldbeopentoworkinrotatingworkweek(Mon-Fri, Tue-Sat, Wed-Sun)
Interestedcandidatespleasesendyourupdatedresumeon
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Interview advice
Going for the Customer Support role at Eteam? A few things that help freshers walk in prepared:
- They are testing patience and clarity: be ready to explain something complicated simply and to stay calm through a tricky customer scenario.
- Rehearse "tell me about yourself" out loud in about 60 seconds — education, one standout achievement, why this role — instead of reciting your CV top to bottom.
- Put numbers on your achievements: "8.5/10 GPA", "cut load time by 40%", "led a team of four" lands far better than "good grades" or "hard-working".
- For a virtual interview, test your internet, camera and mic in advance, sit somewhere quiet and well-lit, and still dress formally — it signals you are serious.
- Prepare two or three thoughtful questions to ask them about the team, the work and growth; "I have no questions" reads as low interest.