Customer Care Service

Dear ,

Greetings!

We are pleased to inform you about an exciting opportunity for the position of Tier 2 Customer Support Representative with one of our esteemed clients. Below are the detailed job description and related information for your review:

Position: Tier 2 Customer Support (International Voice)

Mode of Work: Work from Office (WFO)
Location: Bangalore and Mumbai

Salary: Up to 4.8LPA + incentives based on performance

Interview Process:

• Versant Test (Minimum threshold: 60 and above)

• Communication Discussion (CD)

• Operations Round

Overall Purpose of the Job

• Deliver high-quality Tier 2 customer support with 100% issue resolution and customer satisfaction.

• Manage inbound calls, emails, and chats as per client-defined processes.

• Escalate unresolved issues following the standard operating procedures.

• Meet Service Level Agreements (SLA) and other KPIs set by the client.

Key Responsibilities

• Handle inbound calls/emails/chats and ensure accurate logging of all interactions.

• Provide recruitment-related support to candidates (new hires/rehire).

• Assist customers with portal navigation and troubleshooting.

• Follow proper identity verification in line with GDPR guidelines.

• Make outbound calls if required.

• Ensure high productivity and call/data quality.

• Keep internal process documents (DTPs, KBs, SharePoint) up to date.

• Adhere to all company and departmental policies.

• Aim to minimize customer complaints and escalations.

Skills & Knowledge Requirements

• Familiarity with ticketing systems (ServiceNow preferred), ERP tools, MS Office, and web navigation.

• Excellent communication skills – verbal and written.

• Good technical aptitude and ability to learn quickly.

Experience

• Prior international BPO experience is preferred.

• Freshers are welcome to apply.

Personal Attributes

• Flexible with shifts and work schedules.

• Team player with a positive attitude.

• Punctual, disciplined, and customer-focused.

• Quick learner with strong attention to detail.

• High standards of integrity.

Shift Timings:

• US Shift (Night Shift – rotational as per any US time zone)

• Rotational Weekly Offs: (e.g., Mon-Fri, Tue-Sat, Wed-Sun)

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 5 years of experience.

More about this Customer Care Service job

1. What is the eligibility criteria to apply for this Customer Care Service job?
   Ans: The candidate should be Graduate and above and above with 1 - 5 years of experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹25000 - ₹30000 per month that depends on your interview. It's a Full Time job in Pune.
3. How many working days are there for this Customer Care Service job?
   Ans: This Customer Care Service job will have 5 working days.
4. Are there any charges applicable while applying or joining this Customer Care Service job?
   Ans: No, there is no fee applicable for applying this Customer Care Service job and during the employment with the company, i.e., Impact Infotech Private Limited.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this Customer Care Service role?
   Ans: There is an immediate opening of 10 Customer Care Service at Impact Infotech Private Limited
7. Who can apply for this job?
   Ans: Both Male and Female candidates can apply for this Customer Support / TeleCaller job.
8. What are the timings of this Customer Care Service job?
   Ans: This Customer Care Service job has Night Shift.