L2 Escalation Support: Contractual Work From Home
- Teleperformance (TP)
- 1 - 4 years
- Indore
- 6 months ago
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Job Description
Role Overview
We are looking for a Customer Service Associate L2 Escalation Desk to handle escalated customer concerns efficiently and ensure timely resolution. The ideal candidate will have prior experience in customer service, possess excellent communication skills, and demonstrate strong problem-solving abilities.
Key Responsibilities:
- Handle Level 2 escalations received from customer support teams.
- Analyze issues, identify root causes, and provide appropriate solutions.
- Maintain professional communication with customers and internal teams.
- Ensure timely resolution of escalated cases within defined SLAs.
- Document all interactions accurately in the CRM system.
- Coordinate with cross-functional teams to resolve complex cases.
- Follow escalation procedures and ensure customer satisfaction.
Eligibility Criteria:
- Education: Graduation in any stream (Mandatory)
- Experience: Minimum 1 year in BPO/Customer Support (voice)
- Skills:
- Excellent verbal and written communication skills in English & Hindi both
- Strong problem-solving and analytical abilities
- Ability to work under pressure in a fast-paced environment
Job Details:
- 3 months Contractual
- 6days working
- 1-day rotational week-off
- 9hrs working (including 1hr break)
- Salary: CTC 24,000
System Requirements (Work from Home):
- Processor: Intel i5 or above (Ryzen, Celeron, AMD, & below i5 will not be considered)
- RAM: 8 GB or above
- Camera: Mandatory (for daily check-ins & meetings)
- Internet: Minimum 50 Mbps stable connection
- Headset: Compatible USB headset with noise cancellation
- Suggested brand: Big Passport (available online at reasonable prices)
- Power Backup: Inverter/Generator mandatory
- Software: EDR installation mandatory (will be provided by the company)
Benefits:
- Opportunity to work with a reputed organization and gain escalation desk experience
- Flexible work-from-home setup with rotational shifts
Note: Candidates must meet all technical and eligibility requirements to be considered for the role.
For further assistance contact below-
- HR Lakhi: 8910069***
- HR Manisha:7384734***
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Voice / Blended - OtherEmployement Type: ContractContact Details:
Company: Teleperformance (TP)Location(s): Indore
Keyskills: Customer Service Voice Process Inbound Process Inbound Customer Service Customer Support Bpo Voice Telecalling Customer Handling
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