Role overview - Acts as the main point of contact for customers through phone, email, chat, or in person.- Handles inquiries, complaints, and service requests related to products or services. - Aims to provide a smooth, positive experience that encourages repeat business. Key responsibilities :- Respond promptly to customer questions across multiple channels (calls, emails, chat, social). - Identify customer needs, provide accurate information, and offer appropriate solutions or alternatives. - Handle and resolve complaints, escalate complex issues when needed, and follow up to ensure resolution. - Process orders, applications, returns, and service requests, and update customer records in systems/CRMs. - Educate customers on products, services, policies, and help with basic troubleshooting. - Build and maintain strong relationships, sometimes generating or supporting sales through cross-sell and upsell. (ref:updazz.com)
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