Customer Support

Customer Support Associate - Recruitment Support role.

Job Title: Tier 2 Customer Support Associate (Recruitment Support)

Location

Bangalore, India (Work from Office/Hybrid as per business requirements)

Working Hours

• •Shift timings will align with any of the United States of America time zones.
• •Candidates must be open to working rotational work weeks, including:
• •Monday to Friday
• •Tuesday to Saturday
• •Wednesday to Sunday
• •Flexibility to work night shifts, weekends, and holidays based on business requirements.

Job Summary

We are seeking a customer-focused and detail-oriented Tier 2 Customer Support Associate to provide exceptional support to candidates and customers throughout the recruitment lifecycle. The role requires handling inbound and outbound customer interactions through calls, emails, and chats while ensuring complete issue resolution and a superior customer experience.

The ideal candidate will demonstrate strong communication skills, technical aptitude, customer service expertise, and the ability to work in a fast-paced, metrics-driven environment. This position involves supporting recruitment-related inquiries, guiding users through self-service platforms, maintaining process compliance, and achieving service level commitments.

Key Responsibilities

Customer Support & Case Management

• •Handle inbound customer interactions through phone calls, emails, and chat channels professionally and efficiently.
• •Accurately document and log all customer interactions, cases, and resolutions within the designated ticketing system.
• •Provide Tier 2 support for recruitment-related inquiries and issues.
• •Take ownership of customer concerns and ensure end-to-end issue resolution.
• •Monitor, track, and follow up on open cases to ensure timely closure.

Recruitment Support

• •Provide assistance to:
• •New applicants
• •Returning candidates (rehire applicants)
• •Existing applicants requiring process guidance
• •Support candidates throughout various stages of the recruitment process.
• •Address application status inquiries, account-related issues, and process-related questions.
• •Guide candidates on recruitment systems, workflows, and self-service functions.

Self-Service Portal Support

• •Assist customers and candidates in navigating recruitment portals and self-service applications.
• •Educate users on available self-service tools and resources.
• •Troubleshoot basic technical issues related to portal access and navigation.

Customer Experience & Issue Resolution

• •Deliver high-quality customer service with a focus on:
• •First Contact Resolution (FCR)
• •Customer Satisfaction (CSAT)
• •Quality Assurance (QA) standards
• •Minimize escalations by effectively managing customer interactions and expectations.
• •Identify recurring issues and recommend improvements to enhance customer experience.

Compliance & Security

• •Conduct customer verification checks according to company policies and procedures.
• •Ensure all interactions comply with data privacy and security standards, including GDPR requirements.
• •Maintain confidentiality and safeguard customer information at all times.

Escalation Management

• •Follow established escalation procedures for unresolved or complex issues.
• •Collaborate with internal stakeholders and support teams to achieve timely resolutions.
• •Escalate critical issues appropriately while maintaining ownership until closure.

Outbound Customer Communication

• •Place outbound calls when required for:
• •Issue investigation
• •Follow-up activities
• •Additional information gathering
• •Resolution confirmation
• •Maintain professionalism and adherence to client guidelines during all outbound interactions.

Process Adherence & Documentation

• •Follow client-defined and internal operational procedures and workflows.
• •Ensure adherence to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality standards.
• •Maintain accurate and detailed records of customer interactions.
• •Update and maintain process documentation, including:
• •Desktop Procedures (DTPs)
• •Knowledge Base Articles
• •SharePoint repositories
• •Process manuals and FAQs

Team Collaboration

• •Participate actively in team meetings, training sessions, and business updates.
• •Share best practices and contribute to continuous process improvement initiatives.
• •Foster positive working relationships with peers, supervisors, and stakeholders.

Key Performance Indicators (KPIs)

The successful candidate will be measured on:

• •Customer Satisfaction (CSAT)
• •First Contact Resolution (FCR)
• •Service Level Agreement (SLA) adherence
• •Average Handling Time (AHT)
• •Quality Assurance scores
• •Case resolution accuracy
• •Customer complaint and escalation rates
• •Productivity and attendance metrics

Required Skills & Competencies

Technical Skills

• •Experience using customer support and ticket management systems.
• •Working knowledge of:
• •ServiceNow (preferred)
• •Ticket Tracking Systems
• •ERP applications
• •Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
• •Internet and web-based applications
• •Strong technical aptitude and ability to learn new technologies quickly.

Communication Skills

• •Excellent verbal communication skills with clear and professional phone etiquette.
• •Strong written communication skills for email and chat support.
• •Ability to communicate effectively with candidates and stakeholders from diverse backgrounds.

Analytical Skills

• •Strong problem-solving and troubleshooting ability.
• •Ability to identify root causes and determine appropriate resolutions.
• •Good attention to detail and documentation accuracy.

Experience & Qualifications

Education

• •Bachelor's degree in any discipline preferred.
• •Equivalent combination of education and relevant experience may be considered.

Experience

• •1 to 4 years of experience in:
• •Customer Support
• •Contact Center Operations
• •Helpdesk Support
• •Recruitment Operations Support
• •Shared Services Environment
• •Experience supporting customers via calls, emails, and chat is preferred.
• •Experience with recruitment or candidate support processes is an added advantage.
• •ServiceNow experience preferred.

Personal Attributes

The ideal candidate will demonstrate:

• •Strong customer-centric mindset
• •Positive and professional attitude
• •Ability to work effectively under pressure
• •Excellent interpersonal skills
• •Strong teamwork and collaboration
• •Quick learning ability
• •Adaptability and flexibility
• •High level of integrity and confidentiality
• •Strong attention to detail
• •Results-oriented approach
• •Self-motivation and accountability
• •Punctuality and discipline
• •Commitment to quality and continuous improvement

Why Join Us

• •Opportunity to work with global clients and teams.
• •Exposure to recruitment operations and customer service excellence.
• •Dynamic and collaborative work environment.
• •Career development and learning opportunities.

Performance-driven culture focused on customer success and continuous improvement

Skills: Customer Support, Voice Non Voice

Experience: 0.00-0.00 Years