Customer Support Representative
- Impact Infotech
- 10 Positions
- Bengaluru
- 3 months ago
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Job Description
- For Bangalore and Pune -
- Versant Test (Minimum threshold: 58 and above)
- Communication Discussion (CD)
- Operations Round
- 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.
- 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.
- 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.
- Prior international BPO experience is preferred.
- Freshers are welcome to apply.
- 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.
- US Shift (Night Shift rotational as per any US time zone)
- Managing and resolving customer queries with professionalism and empathy
- Handling escalations and ensuring timely resolution of faults/complaints within SLAs
- Supporting inbound sales through upselling and cross-selling
- Minimum 1 year of experience in customer support
- Ability to confidently handle customer disputes
- Experience managing multiple stakeholders
- Strong time management and ability to meet deadlines
- A team player who thrives in a dynamic environment
- Shift: Should be ok with Rotational shift - Afternoon Shift - 12:30 - 02:30 IST (Hoop)
- Work Mode: Work from Office (Contractual role)
- Location: Bangalore
- CTC: Hike on your last CTC (based on your interview and experience) Payroll Impact Infotech
- Benefits: Company-provided cab (both ways)
Position: Tier 2 Customer Support (International Voice)
Mode of Work: Work from Office (WFO) Contractual role (Based on Performance either extension or permanent base)
Location: Bangalore and Pune
Salary: Hike on your current CTC + incentives based on performance (Impact Infotech payroll, Working for Accenture)
Interview Process:
Overall Purpose of the Job
Key Responsibilities
Skills & Knowledge Requirements
Experience
Personal Attributes
Shift Timings:
Rotational Weekly Offs: (e.g., Mon-Fri, Tue-Sat, Wed-Sun)
2. For Bangalore -
Role Overview:
As a part of our Customer Support vertical, you will be responsible for:
What Were Looking For:
Role Details:
If this role aligns with your career goals send your updated resumes, or if you know someone who might be a good fit, please feel free to reach out or share this email with them.
Looking forward to hearing from you!
Thanks & Regards
Chitra N - HR Recruiter (hidden_mobile)
Employement Category:
Employement Type: Full timeIndustry: BPO / Call CenterRole Category: Customer Service (International)Functional Area: Not SpecifiedRole/Responsibilies: Customer Support RepresentativeContact Details:
Company: Impact InfotechLocation(s): Bengaluru
Keyskills: us healthcare us process customer service healthcare bpo voice process blended process international call center international bpo international voice process
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