Job Description

Key Roles and Responsibilities:

1. Customer Interaction and Communication

Handle inbound and outbound customer calls, emails, and chats in a courteous and professional manner. Listen actively to customer concerns, demonstrate empathy, and ensure timely resolution. Maintain a positive and professional tone across all customer interactions.

2. Query Resolution and Complaint Handling

Understand customer needs and provide accurate information or suitable solutions. Record, track, and follow up on customer complaints to ensure closure within defined timelines. Escalate complex issues to higher authorities or relevant departments where necessary. Ensure that all customer queries are resolved in compliance with company policies.

3. Product and Service Knowledge

Acquire and maintain in-depth knowledge of company products, services, processes, and policies. Provide customers with accurate information, guidance, and product usage support. Stay updated with product changes, new launches, and promotional activities.

4. Documentation and Reporting

Maintain detailed and accurate records of customer interactions in the CRM or ticketing system. Prepare periodic reports on customer feedback, common issues, and service metrics. Ensure confidentiality and data protection in handling customer information.

5. Performance and Quality Management

Achieve individual and team performance targets including response time, resolution rate, and customer satisfaction scores. Adhere to quality standards, communication scripts, and service protocols. Participate in ongoing training and development programs to enhance product knowledge and service skills.

6. Team Coordination and Collaboration

Coordinate with internal departments such as Sales, Technical Support, and Logistics to ensure smooth resolution of customer issues. Provide feedback and insights from customer interactions to improve products and processes. Support team members in achieving collective goals and maintaining a positive work environment.

7. Customer Relationship Management

Build and maintain long-term relationships with customers through consistent service excellence. Promote customer loyalty by ensuring a positive experience at every touchpoint. Collect and report customer feedback to aid continuous improvement initiatives.
Job Type: Full-time

Pay: Up to ₹25,000.00 per month

Benefits:

Health insurance Provident Fund
Work Location: In person