International Customer Support Associate

Location : Bengaluru

Duration : 12 months

Experience : 1-4 Years only

Np : Immediate only

Analyst, Customer Services

Duration of assignment: 6 months

Shift Timings: 24x5 shifts (Rotational Shift post training)

Work Location - Bangalore

Mandatory Skills (3 must have):

o Mandatory Skills

o Decent Communication skill (Oral & Written)

o Quick Learner / Attitude

o Efficient / Proactive / Flexibility

o Previous experience in CRM including experience not limited to hands-on with SAP and Salesforce for case handling and workflow updates. Skilled in maintaining accurate records and completing end to end processes.

o Strong experience in transaction processing and data management while handling high volume tasks like validation, documentation, and reconciliation.

o Specialized in non-voice operational support, including email processing, CRM updates, documentation handling, and workflow monitoring. (only internal calls)

o Experience in transitioning new activities, including process mapping, SOP creation, knowledge transfer, and stabilization of migrated tasks.

o Well versed in BPO operational frameworks, including SLA/KPI management, productivity tracking, quality checks, and escalation handling i.e. efficiently in fast-paced BPO environments.

Target Start Date: Immediate

Roles and Responsibilities (JD)

Manage multiple high-priority deliverables within the professional services function.

Collaborate with teams to gather, update, and maintain accurate information.

Support project transitions and lead migration of projects between systems.

Perform data analysis to identify trends, gaps, and opportunities for improvement.

Conduct audits and provide guidance to junior team members.

Mentor and train new team members on operational deliverables.

Prepare and publish reports on team metrics to support business decision-making.

Essential Requirements

34 years of experience in operational support or similar roles.

Strong attention to detail with accuracy in processing transactions, validating data, and following checklists.

Clear oral and written communication skills for engaging with internal and external stakeholders.

Effective time management to consistently meet SLA and quality objectives.

Proficiency in MS Office applications, especially Excel for data handling, reporting, and dashboards.

Adaptability to work in shifts and across different time zones.

Strong interpersonal skills to collaborate effectively in a team environment.

Problem-solving ability to identify issues in workflows and escalate/resolve appropriately.

Customer orientation with responsiveness to inquiries and focus on delivering a positive experience.

Desirable Requirements

Experience working cross-culturally, internationally, and across multiple time zones.

Familiarity with CRM applications.

Strong analytical skills to interpret large datasets and generate insights for process improvement.

Flexibility and resilience to manage extended work hours during peak loads or project migrations.

Experience mentoring peers and contributing to team learning.

Role in the project?

(EX : Manager level, Team Handling, Individual Contributor etc): Individual Contributor

INTERVIEW PROCESS:

Interview process (Phone, Zoom, In person): Face to Face round

No of Rounds (Technical & Manager Round): Group Discussion + 2 Rounds of Interviews

(GD Optional depending on candidate turn-up for the day)