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 :

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.

Job Summary/ Overview
Helping clients to caption their telephone calls. Assisting customer’s to communicate confidently with friends, family and colleagues by phone. Utilize excellent listening & verbal skills to enable Caption Call customers not to limit the quality of their phone conversations.
Reports to : Vice President Operations

Responsible for : professional and efficient customer service to all the clients involved

KEY responsibilities AND ACCOUNTABILITIES
Provide phone support for Global customers.
Be responsible to deliver a high quality, customer-driven, support service resolving customer enquiries at the first point of call wherever possible.
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
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.

MAIN job requirements

Service hours– 24*7 , Rotational Shifts
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.

Skills required
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
Result Orientation – Should know how to prioritize work and use the available resources effectively, Should be able to take ownership for own results and reach out for support proactively

Required Competencies (proficiency levels 1 to 5, with 1 lowest , 5 being highest )
Level of Proficiency
Technical Competence

Proficiency to work on computers for data entry

3
Core Competencies

Strong listening skills

Trustworthy judgement

Team work orientation

Ability to be focused and organised

3

3

3

3

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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).
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