Job Description

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RESPONSIBILITIES:
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; and following up to ensure resolution.
Track and maintain customer accounts by recording account information.
Escalates to Customer Support Lead as needed.
Escalate production or data callouts to the management team to quickly resolve any ordering issues customers may face
Respond to customer inquiries via phone, email, answering inbound calls from customers
Actively listening to their inquiries and concerns and resolve customer complaints and issues in a professional manner
Providing information about products or services and guidance
Document and update customer records based on interactions
Follow up with customers to ensure their issues are resolved
Collaborate with the team to improve customer service procedures
Identify and escalate complex issues to the appropriate department
Maintain a positive and empathetic attitude toward customers
Stay updated on product knowledge and company policies
Ensuring customer satisfaction by delivering prompt and professional support
Contributes to team effort by accomplishing related results as needed.
Requirements
POSITION TYPE/REQUIRED HOURS OF WORK:
Full-time
Office Time 7:00 PM to 4:00 AM IST
QUALIFICATIONS:
Any level of higher education.
4 to 6 years of experience in International BPO (Voice)
Excellent communication and interpersonal skills
Proficient in order processing systems, spreadsheets, and word processing software.
Ability to respond to common inquiries or complaints from customers, regulatory agencies, or business community members.
Ability to solve practical problems in situations where only limited standardization exists. Ability to interpret various instructions furnished in written, oral, diagram, or schedule form.
Must speak, read, write, and understand the primary language(s) used in the workplace. The primary language is English.
Proven experience as a customer service representative or similar role
Ability to handle stressful situations and diffuse upset customers
Proficient in using customer service software and CRM tools
Strong problem-solving skills, Critical thinking, making decision independently
Ability to multitask and manage time effectively
Attention to detail and accuracy
Ability to work in night shifts
Basics knowledge of Logistics, invoicing.
Basics knowledge in retail business, Barcode or printing business is a plus.