Customer Service Representative

Job Overview

Join Teamlease Digital as a Customer Service Representative providing tier 2 customer support focused on delivering complete issue resolution and ensuring customer satisfaction. This role involves handling inbound calls, emails, and chats, adhering to both client and internal processes, and achieving SLA targets.

Key Responsibilities

• Respond promptly to inbound calls, emails, and chats, logging each interaction accurately.
• Support candidate recruitment activities by following defined processes for new applicants and rehires.
• Guide customers through self-service portals by providing clear navigation assistance.
• Perform security verifications according to company policies and GDPR standards.
• Make outbound calls as needed in compliance with client and company protocols.
• Maintain high-quality call and data standards while meeting productivity targets.
• Communicate regularly with team members and supervisors to support team goals.
• Follow all operational and personnel policies rigorously.
• Keep process documentation such as DTPs, Knowledgebase, and SharePoint current and accurate.
• Attend work punctually and consistently, adhering to company attendance policies.
• Minimize customer complaints and escalations by providing effective service and managing call control.

Qualifications and Skills

• Proficient in customer service technologies including Ticket Tracking Systems (preferably Service Now), ERP platforms, Microsoft Office Suite, and web browsers.
• Strong technical aptitude with the ability to learn new systems quickly.
• Excellent verbal and written communication capabilities.

Personal Attributes

• Flexible to work shifts aligning with any US time zone and rotating work weeks (Mon-Fri, Tue-Sat, Wed-Sun).
• Ability to work effectively under pressure and as part of a team.
• Positive attitude with a quick learning approach.
• Punctuality and discipline in work.
• Customer-centric mindset with high integrity and attention to detail.
• Result-oriented and committed to maintaining high service standards.

Additional Details

Working hours will correspond to any US time zone, with rotation through Monday to Sunday shift patterns. Candidates must have completed BA, BBA, BCA, BSc, BE, BTech, BMS, or BCom degrees, graduating between 2024 and 2026. TeamLease Services Limited operates across India offering diverse HR solutions and is publicly listed on stock exchanges.