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Detailed 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 - Positive technical aptitude with an ability to learn quickly - Excellent verbal and written communication skills Experience Profile - Prior international BPO work experience preferred - Freshers 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 Mode of Work(WFH or WFO) - WFO Interview process Versant, CD and OPS Interview Versant Threshold : 58 and above only 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) Interested candidates please send your updated resume on fzshaikh@eteaminc.com Mention below details :- Total experience - Current CTC - Expected CTC - Notice Period - .