Job Description

Overview

The Customer Service Representative will be responsible for managing customer interactions, resolving queries, providing product/service support, and ensuring a smooth customer experience across all communication channels. This role requires excellent communication skills, patience, problem-solving ability, and a customer-first mindset.

Key Responsibilities1. Customer Interaction & Support

Handle inbound and outbound calls, emails, chats, and customer requests Address customer queries, complaints, and service-related issues promptly Provide accurate product/service information to customers

2. Problem Resolution

Identify customer concerns and offer effective solutions Coordinate with internal departments (operations, technical, sales, billing) to resolve issues Ensure timely closure of customer tickets and escalations

3. Customer Experience Management

Maintain professionalism and empathy in all interactions Ensure high-quality service delivery and customer satisfaction Follow communication guidelines and company protocols consistently

4. Documentation & Record Keeping

Update customer records in CRM tools Log complaints, queries, and resolutions accurately Prepare daily/weekly service reports as required

5. Follow-Up & Retention

Conduct follow-up calls to ensure issue resolution and satisfaction Build and maintain a positive relationship with customers Identify opportunities to improve customer retention and loyalty

Key Skills Required

Excellent verbal and written communication skills Strong listening and problem-solving abilities Ability to handle pressure and manage difficult customers Good understanding of customer service processes and CRM tools Patience, empathy, and a customer-oriented mindset Ability to multitask and respond quickly

Qualifications

Bachelor's degree in any discipline (preferred but not mandatory) 0-2 years of experience in customer service or related field (freshers encouraged) Experience in call centers, service desks, or support roles is an added advantage

Performance Indicators (KPIs)

First Call Resolution (FCR) rate Customer satisfaction (CSAT) score Response and resolution time Number of tickets handled Quality assurance (QA) score Follow-up accuracy and consistency
Job Type: Full-time

Pay: ₹8,000.00 - ₹15,000.00 per month

Benefits:

Cell phone reimbursement Flexible schedule Internet reimbursement Paid sick time
Work Location: In person