International BPO Mohali

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Job Summary
We are hiring for our reputed client they are an international BPO in Mohali for
Multiple Job Openings for Voice/Chat/Online/Sales positions.
There are 8 different clients job openings for which details are as under.
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A brief about our client :
Clients company was founded in 1978 in Paris, France. Globally, it operates in about 135,000 computerized workstations, with more than 190,000 employees across 340 contact centers in 76 countries.
In India, there are 9 centers: 3 in Jaipur, 2 in Indore, 1 in Gurgaon and 3 in Mohali.
Our client is a BPO company, hence the major hiring requirements are of agent staff.Usually, and the hiring count is around 1000 to 2000 candidates every month for all 9 sites which includes hiring for Domestic, Premium Domestic and International Accounts.
The hiring process is quite simple : There are 3 rounds of interviews and one assessment: HR Round,* Ops R*ound, Versant round and Client round.
All the interviews are carried on over the phone (For local candidates Walkins are conducted every Friday 11am to 6pm) also for local candidates F2F interview is conducted 2 to 4 rounds and once the candidate is shortlisted, offer letter is released for the same on mail.
Hiring is done at Pan India level.
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5/6 Day working (Cab provide but only for female candidates for 12pm onward & 8pm to 6pm shift alone on nominal cost that employees have to beard)
Industary – CRM/Call Centers/BPO/ITES
Graduate, Fresher or under Graduates with 6 to 8 months of international BPO / Domestic BPO / technical/Customer support / Sales experience are eligible
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Good in communication – Written and Oral, Good Knowledge of Customer Support/Customer Service
Comfortable with 24*7 Rotational Night Shifts and Rotational Offs
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Requirement :

 

1. Role – Customer Support Executive (Job code – 001)
*Salary Range – 25K , 26K & 27K*
Qualification – Under Graduates or Graduates in any stream
Experience –Graduate Fresher or under Graduates with 6 to 12 months of international BPO technical/Customer support experience.
About Client – Their client is a landline device providing company, who provides landline devices to people who have problem on hearing.
Being a Customer Support Executive of their client the candidate will be responsible to caption the calls of the landline holder.
Helping clients with product / service related advice & information. Identifying customers issues and providing them with quick and effortless solutions.

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2. Role – Customer care executive (Job code – 002)**
Salary Range – 15.5 K CTC / Month
Fresher/6 months+ preferred
About Client – Their client is a renowned Bank.
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Critical Competencies

Customer Focus
Excellent Communication Skills
Flexible with shifts (24*7)
Open for Voice/Email Process
Basic Computer knowledge
Should be a Team Player
Good Tying Speed (20 WPM +)

Job Profile
Roles and responsibilities:

Taking calls / emailing customer.
Helping customers with their queries
Full time Job as CCE
To be the first point of contact for the customer and satisfy the customers with the resolution.

Eligibility:

Fresher/Experience can apply
Graduate/Undergraduate can Apply
Experienced candidates with prior Sales experience will have an edge

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3. Role – Customer Care Executive (Job code – 003)**
Salary Range – 16 K CTC / Month
Eligibility: Fresher/Experience can apply Graduate/Undergraduate can Apply Experienced candidates with prior BPO experience will have an edge
About Client – Their client is an online retailer / eCommerce company for sale and purchase of goods.
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Critical Competencies
**

Customer Focus Excellent Communication Skills Flexible with shifts (24*7) Open for Voice/Email Process Basic Computer knowledge Should be a Team Player Good Tying Speed (20 WPM +)*

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Job Profile
**
Roles and responsibilities: Taking calls / emailing customer. Helping customers with their queries Full time Job as CCE To be the first point of contact for the customer and satisfy the customers with the resolution
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4. Role – Customer Support (Job code – 004)
Experience : Fresher/6 months experience preferred
Salary : 13.5 k to 15 K Per month as per experience level
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About Client – Their client is an online retailer / eCommerce company for sale and purchase of goods.
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JOB DESCRIPTION:
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Handle queries of customers related to products, delivery, rates, etc. Should have the flare for delivering good customer service.
Need to have the zeal and the knack to promote products and services over the phone. Has to have the ability to comprehend the customers well over the phone.
Should know how to excel and exceed customer’s expectations by going the extra mile.
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KEY SKILLS:
*
A “Customer Support” must have
Good command over written and spoken English Possess excellent listening skills
Dedication towards the work
Working knowledge of computers (basics of Excel, MS Word and PowerPoint) Flexible to work in any shift timings
Good comprehension skills Analytical & Probing skills
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DESIRED CANDIDATE PROFILE:
*
Education Qualifications – HSC/Any Graduate.
Excellent command over English (Verbal & Written)
Good knowledge of computer (typing speed 25 words per minute, accuracy At least 80%) Excellent inter personal skills
Open to work in Rotational shifts*
Key Skills
Customer Care, Sales Experience, BPO, CCE, CCR, Voice, call center

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5. Role – TSE VIII & TSE IX (Job code 005)
Salary range 13.5k & 15k per month
On-line/Offline support – Chat Process
About Client – Their client is from Telecom Industry
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Job Summary/ Overview **
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Provide a professional and efficient Customer service on behalf of Telecom Client for Pan India Customer Services.
Utilize good customer service & technical skills for resolving technical/customer service queries for Telecom client’s customers with reference to Technical Troubleshooting for MI products, Product Delivery.
Reports to : Vice President Operations
Responsible for : (professional and efficient customer service to all the clients involved)
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KEY responsibilities AND ACCOUNTABILITIES

Provide On-line/Offline support for On Shore customers.
Resolve known customer issues through the use of a knowledgebase, direct use of product and tools, product user guides, and other reference materials.
Be responsible to deliver a high quality, customer-driven, support service resolving customer enquiries at the first point of contact wherever possible.
Assist customer in resolving any open requests for support, assistance, information on upgrading etc.
Demonstrate ownership and willingness to resolve issues in a timely manner. Demonstrates confidence and willingness to resolve customer requests or queries.
Maintain and improve Customer Satisfaction by delivering against those initiatives that have been identified as crucially important during each and every customer support engagement.
Deliver First Incident Resolution by handling customer requests and resolving customer issues as often as possible during the first contact.
Ability to assess customer sentiment at all stages during the communication, to take the lead in escalating an issue on behalf of the customer and to arrange for a supervisor to mediate in the interaction if deemed necessary by you or if requested by the customer.
Manages all customer communication with the appropriate level of etiquette, timeliness and professionalism, whilst working towards achieving agreed operational targets.
Can interact effectively with the personnel, tools & resources in the Customer/technical Services team to help resolve customer issues (escalation points, knowledgebase tools, internal applications etc.)
Completes all training and development activities in timely manner
Understanding of escalation handling procedures.
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MAIN job requirements

Service hours– 24*7 , Rotational Shifts
Qualification – Graduates/Undergraduates in any stream
Experience –Graduate, Fresher or Under Graduate
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Skills required
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Communication – Listen attentively and resolve customers issue effectively. Should be sensitive about customers information
Customer Focus – Build credibility with the customer by using empathy and should patiently resolve even irate customers issues. Should be courteous , energetic and engaging while dealing with customers
Learning Orientation – To keep himself/herself updated about the latest happenings around and asks questions which impacts customers delight
Problem Solving – Ability to find an effective solution in a simple and clear manner. Should proactively keep the customers and stakeholders informed about the issue and take corrective actions accordingly
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Required Competencies (proficiency levels 1 to 5, with 1 lowest , 5 being highest )
Competence

Good Knowledge about Android, Mobile Phone Technologies, Order Processing. – 3
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Core Competencies

Strong problem solving skills (methodology and use of tools) – 3
Personal motivation-3
Trustworthy judgement -3
Personal integrity – 5
Team work orientation – 5
Ability to be focused and organised – 4
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6. Role – Customer Support Executive (Job code – 006)
*Salary Range – 25K , 32K*

JOB DESCRIPTION :-

Inbound Sales and Technical Support Specialists to help customers establish and enhance their online

presence by providing web-based technical support, product information, first-rate customer service and

Selling products and services as per customer needs.

KEY SKILLS:-

Provide immediate Advanced Support via chat, and accompanying support via phone when necessary
Must possess methodical and deliberate troubleshooting skills
Exceptional attention to detail in troubleshooting and documentation
Basic knowledge of internet technology
Any computer certificate
Experience of working in Tech Support
DESIRED CANDIDATE PROFILE:

Tech Graduates – Any Graduate with prior technical expertise

Candidate should have good knowledge about Computer
Must be 18 years of age or older
Candidate should have graduated
Open to work in rotational shifts, according to business needs
Must pass Operations Validation
Candidate should have all relevant documents

 

About client – Their client is an online domain name service provider including hosting etc. They are top seller of this service in the industry globally.

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7. Role – Customer Service Representative Voice/Email (Job code – 007) 

*Salary Range – Negotiable*

 

Job Function
:
Customer Service Representative
Voice/Email
Experience
:
Fresher/6 months experience
preferred
Specialization
:
Operations
Level
:
Executive
Industry
:
CRM/CallCentres/BPO/ITES
Location
:
Mohali
Salary
:
As per Industry norms
PG & Above
:
HCS/Graduate
Education: • For Technical category: Graduate degree/diploma (10+2+3) in a technical field such as B-Tech, B-SC, BCA or other formal technical diploma/ graduation.
• For Non-Technical category: Graduation/Diploma in any field
** for Non Tech outbound program: undergraduates or candidates pursuing Graduation can also be considered
Communication Skills for Agent/Customer interaction:
(Voice based Program)
• Clarity of Speech in language supported by agent (English and Hindi mandatory)
• Strong Communication, Customer Service attitude and problem solving ability
• Rate of speech adaptable to customer conversation
• Extremely good Grammatical and sentence formation skills
• Good vocabulary and use of common phrasing in language supported by agent
• Proficiency in reading and comprehending the written English language
• Attentive listening – able to listen and probe in order to recognize important information and identity customer needs
• Patience to resolve complex issues and customer demand beyond policies
• Negotiation skills and provide effective rebuttals to objections raised by customers/ callers
• Communication skills should be assessed using online / voice assessment tool [Versant or
other similar tool]
a. For inbound Tech program, versant [or similar other tool] score of 5 or above is
required
b. For Outbound and Non Tech Queues, versant [or similar other tool] score of 3 or
above is required
(Non Voice)
• Strong Communication, Customer Service attitude and problem solving ability
• Extremely good Grammatical and sentence formation skills
• Good vocabulary and use of common phrasing in language supported by agent
• Proficiency in reading and comprehending the written English language
• Attentive listening – able to listen and probe in order to recognize important information
and identity customer needs
• Patience to resolve complex issues and customer demand beyond policies
• Typing speed of > 30 WPM

 

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8. Role – Customer Support Associate (Job code – 008) 

Job Title: Customer Support Associate

Department Project/Client: Operations

Location: Mohali

Reports to: Supervisor

Compensation: 25 K

Job Description

  • Resolve basic types of customer inquiries

  • Provide excellent customer service to customers by:

    • Quickly and accurately identifying and assessing individual customer needs and taking appropriate action steps to satisfy those needs

    • Solve problems systematically, using sound business judgment and following through on commitments

    • Responding to customers in a polite and courteous manner

    • Projecting patience, empathy, caring and sincerity in voice tone and words

    • Establishing rapport over the phone quickly and remaining positive and upbeat

    • Express thoughts and information clearly and succinctly

    • Inspiring confidence and positively influence the behavior, actions, and thoughts of others

    • Communicating unpleasant or negative information in a tactful manner

  • Ensure the average call monitoring score meets or exceeds quality standards

  • Ensure proficiency in all product lines instructed in classroom training

  • Consistently meet established productivity, schedule adherence, and quality standards

  • Be flexible, adjust quickly, and react positively to change

  • Demonstrate the ability to build and maintain productive working relationships with others and contribute as an effective staff

  • Establish and maintain control of inbound calls using a well-organized call structure

  • Special projects as required

  • Perform special assignments and other duties as required.

  • Responsible for answering incoming calls from Customers while ensuring a high level of customer service and maximizing productivity.

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

Job Summary / Overview

Job Description

Main Job Requirements

Education, Specific Training and Work Experience

 

  • High School Education or equivalent, college degree preferred

  • 2-4+ years’ experience with progressively increased responsibility in the BPO industry, at least 3 years’ experience

  • Minimum Years of Experience: 12 months of continuous work experience (Under graduate) and 6 months of continuous work experience(Graduate)

  • Nature of Experience: At least one year of Collections experience(Undergraduates) and six months for Graduates is desirable. If not collections then we should at least look out for folks with Sales experience.

  • Working knowledge of MS Office Suite Programs (specifically Word, Excel and Outlook).

Required Skills

  • Possess excellent oral & written communication skills.

  • Excellent interpersonal communication and problem solving skills.

  • Strong motivational and people management skills are essential.

  • Proven ability to manage a Call Center staff.

  • Successful experience delivering excellent customer service.

  • Team player; innovative with strong analytical skills.

  • Ability to provide an exceptional standard of quality with strong training skills.

  • Candidate must be flexible to work any shift/ schedule.

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9. Role – BPO – CCE Telecom (009)

Salary – 11-20K Negotiable

Hiring Skill Set Required

Communication Inputs:

  • Candidates which speak clear and grammatically correct English – miniscule grammatical mistakes are admissible -if the individual tends to make 2-3 grammatical mistakes in one sentence odd is likely to get rejected
  • They are able to converse freely and need to have a clear thought process and not restrict to being scripted – Basically need to be conversational as it’s a dynamic process and not scripted
  • Are able to articulate their thoughts or have a speed of response 
  • Shouldn’t stutter, have lisps 
  • Heavy MTI would not be acceptable 
  • If the person ends up using more than usual fillers while speaking like hmmm…aaaaaa…ok….will be rejected 
  • Any poise in their English proficiency or style of speaking would be an added advantage 
  • High Energy, Confidence with a decent conversational ability are more likely to be selected. 

Following are the guidelines on skill-sets to be co-factored while sourcing CSE profiles:

While all the candidates should possess the predefined eligibility criteria laid down by HR, V&A, etc…(I believe it exists), following are the LOB specific guidelines for your reference.

Fixed Services:

  • For this LOB, candidate is expected to have technical knowledge in terms of troubleshooting internet broadband related issues.
    • Must have
      • They need to understand the basics of computers/networking. I.e.: They should know what LAN, IP address, difference between Router & a modem, Understanding on VPN connection, what is bandwidth, anti-virus etc…
    • Strongly recommended
      • Candidates with certifications like CCNA, MSCE etc…
      • Knowledge on how to connect laptop or desktop over Wi-Fi.
      • If the candidate knows how to configure a Router then it would be preferable.
      • Understanding of DNS & Telnet

Mobile Services:

  • For this LOB, candidate is expected to have basic knowledge on mobile phones and features
    • Must have
      • in today’s world all have smart phones however, we still may find candidates who use basic mobile phones hence, we may need to ensure that these guys are using smart phones as basic knowledge on smart phones is a must.
      • They need to know basic troubleshooting for issues like internet not working, network selection i.e.: restarting phone, GPRS settings, turning Mobile data on (on generic phones), roaming, connecting to Wi-Fi, knowledge on play store
    • Strongly recommended
      • Knowledge on VOIP, Hot spot connection
      • Knowledge on mobile number portability (port in/port out)
      • Knowledge on Self-care, USSD, IVR and so on
      • Knowledge on SMS centre number, PIN/PUK etc…

 

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10. Role – Customer care executive – Fixed Service (010) 

JOB FUNCTION UAE Client –Fixed Services EXPERIENCE Fresher/6 months+ preferred
DESIGNATION Customer care executive GRADE Entry Level
CONTRACT Permanent Employment INDUSTRY CRM/Call Centers/BPO/ITES
SALARY Hindi-11.5 K CTC -English -20K LOCATION Mohali

 

KEY SKILLS:-

  • Excellent selling, communication and negotiation skills
  • They need to understand the basics of computers/networking.
  • They should know what LAN, IP address, difference between Router & a modem, Understanding on VPN connection, what is bandwidth, anti-virus etc.
  • Understanding of DNS & Telnet
  • Prioritizing, time management and organizational skills
  • Knowledge on how to connect laptop or desktop over Wi-FI.
  • Highly motivated and target driven Approach
  • Language proficiency – spoken – Good Communication skills
  • Outstanding verbal, written and listening skills (English)

  • Understands details of several functions to provide quality service

  • Carefully write/type messages to ensure professional tone

JOB DESCRIPTION & RESPONSIBILITIES

  • Responsible to deliver high quality and productivity results that meet the identified targets
  • Energetic, friendly and approachable individuals who understand the importance of great customer service
  • Need strong command on convincing the customers
  • Transaction handling Services, Problem Solving Efficiency
  • Address & Troubleshooting internet broadband related issues
  • Maintains composure and patience with customers

  • Ability handle tough situation with customer
  • Hit the client metrics

DESIRED CANDIDATE PROFILE

  • Candidate should have good knowledge about Computer
  • Must be 18 years of age or older
  • High School Diploma or equivalent required
  • Candidate should have excellent Interpersonal skills
  • Open to work in rotational shifts, according to business needs
  • Must pass Operations Validation
  • Candidate should have all relevant documents

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Benefits

Additional Benefits for Candidates

Relocation bonus of Rs. 7,500 for out stationed candidates(Regional process) and Rs.10,000(International process).
Free Guest House Accommodation for 15 days.
Travel tickets reimbursement up to Rs.700.
Candidates are eligible for an IJP after 6 months.

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Why Mohali ?

Cost of living is less as compared to metro cities; a PG is available in the range of 3.5 to 5K.
The city has small dimensions and hence travel time from any corner to office would be less, henceforth a person will be able to invest his time for a hobby/ higher studies or even watch a movie.
It is a peaceful city and hence are safe for both male and female candidates.
There are also a lot of historic places for picnic and weekend getaway.
A variety of Non-Veg and Veg options are available at reasonable price.

In fact, the future of BPO is in Tier 2 cities. Our client was the first one to start this keeping in regards the low cost benefits and healthy work life balance.

Job Type: Full-time

Salary: ₹12,000.00 to ₹27,000.00 /month

Application Questions
Candidates kindly ans the following questions:

How many years of call center experience do you have?
How many years of technical support experience do you have?
How many years of tele sales experience do you have?
How many years of total work experience do you have?
What is the highest level of education you have completed?
Are you in Mohali, Punjab?
Do you have the following license or certification: ID profs eg, PAN and Aadhar Card?
Do you speak English?
Which shifts are you available to work?

Then send your updated CV to chhaya@recruitersgig.com cc to anant.recruitersgig@gmail.com & pooja.recruitersgig@gmail.com

Also apply via this link and fill out the form for future openings  –

http://jobglobal.in/bpo-job/

 







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ID #20147 Location India Industry BPO Type Full Time Role International BPO Mohali Career Level Fresher Presence Office

Required Skills

Here’s an overview qualifications you need for this job.

Communication Organizational Job Related
English Communication skills
2 Languages
Any (Native)
English
Understanding
Speaking
Writing

Aditional Requirements

What else it would be nice to have.

eCommercesalescustomer serviceBPOvoice
1 Years Of experience

Salary & Benefits

Here’s what you get.

Full Time 11-37K /Month
Benefits

Company Information

A Brief Overview of the Company which posted this job offer

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