Every year, we help hundreds of thousands of people find rewarding jobs in the ever-changing world of work.

We understand the importance of a job in peoples lifes and we want to help them find work that feels good. And we’ll help them continue to grow as their needs and ambitions change.

At Randstad, our value comes from our people and that is why we put them first. We are proud of our learning culture and career architecture framework that encourages ours team to develop both personally and professionally.

We believe that talent grows when presented with opportunity and this is why we encourage our people to think beyond their role. We have created a culture that enables talent to flourish, encouraging entrepreneurship, fostering team spirit, and continually building mutual trust.

Document all activity and communication in Ivanti, Randstad Front office systems (service desktop). 20%

Liaising with internal and external stakeholders to learn and expand the knowledge 5%

Participate and prepare for 1 on 1s with your leader, huddle meetings and quality audits. 10%

Handle, redirect, or escalate inbound talent communication via phone call, chat, and emails. 65%

Operational Shift/Training Shift:

- Coverage of 8 am to 8 pm Eastern Std.

- Time zone (which means 6.30 pm to 6.30 am IST) (depends on the US Daylight savings time)

- should be flexible to work in any of the four shifts (as per the business need)

- As per business needs shift (9 hours shifts) start and end will be as per the timings

- Monday to Friday (Flexibility expected from team member to match business needs)

- Follow Hybrid work model 

Education & Qualifications (Required and Preferred):

Bachelor’s Degree

Experience in a customer support role/call center environment.

Ability to continually review the process for improvement.

Strong organizational skills.

Excellent typing skills

Knowledge of customer service practices and principles

Strong phone and verbal communication skills along with active listening

Familiarity with CRM systems and practices.

Time Management

Customer focus and adaptability to different personality types

Ability to multi-task, set priorities and manage time effectively

Flexible to work different US Shifts

Key Competencies:

Manage large amounts of inbound in a timely manner

Follow communication “scripts” when handling different topics

Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.

Identify and escalate issues to the Supervisor or to the appropriate team.

Follow up Talent calls where necessary.

Recognize, document and apprise the management team about the trends in customer calls.

Document all call information according to the Standard Operating Procedure in a comprehensible way

Frequently attend educational seminars to improve knowledge and performance level.

Meet personal/team qualitative and quantitative targets

Decision Making Authority:

What is the nature of the direct supervision that is provided to the incumbent of this position? The Business Support Specialist will be the liaison between our company and its current and potential Talents. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior.

Organizational Structure:

Job Title this position reports: This position will report to Team Lead or above- B2C

Job Titles directly reporting to this position: Team Lead

Supervisory Responsibility:

No supervisory responsibility

Provides guidance, leadership, or training to other employees (no direct supervision)

Directly responsible for supervising non-exempt, clerical, or office administrative personnel

Directly responsible for supervising exempt, professional, or technical employees

Directly responsible for supervising supervisory/managerial employees

No direct reports but manages a process

Working Conditions:

Please describe the following work conditions that are generally required to execute the principal duties of this position

Physical surroundings (e.g. office equipment): Office Environment

Adverse working environment (e.g. specify extent of exposure to noise, extreme temperature, dirt, dangerous machinery or other hazardous conditions requiring safety adherence and/or PPE equipment): NA

Physical Effort: (Specify repetitive lifting, bending, stooping, or other physical effort required): NA

Domestic/International Travel: None

Extensive Hours: 45/average

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this position. They are not intended to be an exhaustive list of all associated responsibilities, skills, efforts or working conditions. Randstad USA, reserves the right to change, amend, add, delete

and otherwise assign any and all duties, responsibilities and position titles as it deems necessary to meet the needs of the business.

Is this the job for you? We would love to hear from you! Please apply directly to the role and we will get in touch with you.