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Customer Support Representative

Fresher   Bangalore, Pune   12 Nov, 2025
IMPACT INFOTECH PVT LTD
Job LocationBangalore, Pune
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaCustomer Service (International)
EmploymentTypeFull-time

Job Description

    1. For Bangalore and Pune -
    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 PuneSalary: Hike on your current CTC incentives based on performance (Impact Infotech payroll, Working for Accenture)Interview Process:
    • Versant Test (Minimum threshold: 58 and above)
    • Communication Discussion (CD)
    • Operations Round
    Overall Purpose of the Job
    • 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.
    Key Responsibilities
    • 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.
    Skills & Knowledge Requirements
    • 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.
    Experience
    • Prior international BPO experience is preferred.
    • Freshers are welcome to apply.
    Personal Attributes
    • 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.
    Shift Timings:
    • US Shift (Night Shift rotational as per any US time zone)
    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:
    • 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
    What Were Looking For:
    • 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
    Role Details:
    • 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)
    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 & RegardsChitra N - HR Recruiter (hidden_mobile)

Keyskills :
us healthcareus processcustomer servicehealthcare bpovoice processblended processinternational call centerinternational bpo

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