Job Description

1.

Customer Interaction:

Handling customer calls professionally and responding to queries or complaints. Providing accurate and complete information about products or services. Listening actively to understand customer needs and resolve their concerns.
2.

Problem Solving and Issue Resolution:

Identifying issues and providing appropriate solutions to customer problems. Escalating complex cases to supervisors or relevant departments when necessary. Following up on customer inquiries when required.
3.

Sales and Up-Selling (for Outbound or Sales Processes):

Promoting and selling products or services over the phone. Meeting sales targets through convincing and effective communication. Identifying cross-selling or up-selling opportunities during customer interaction.
4.

Call Documentation:

Recording details of customer interactions and transactions, complaints, comments, and actions taken in the system. Maintaining call logs and customer records for future reference.
5.

Achieving Performance Metrics:

Meeting or exceeding set call handling metrics like Average Handling Time (AHT), customer satisfaction score, and First Call Resolution (FCR). Adhering to the company's quality standards in customer interactions.
6.

Team Collaboration:

Collaborating with team members, supervisors, or other departments to resolve customer issues. Sharing feedback and learning from team members to improve service quality.
7.

Training and Skill Development:

Participating in training sessions to improve product knowledge, customer service skills, and process efficiency. Staying updated on new products, services, and policies.
8.

Adherence to Policies and Procedures:

Following the company's guidelines, protocols, and ethical standards during customer interaction. Maintaining confidentiality of customer information and adhering to data protection policies.
9.

Handling Difficult Situations:

Managing challenging customers or situations with professionalism and patience. De-escalating tense situations and ensuring a positive outcome.
10.

Technical Troubleshooting (in Tech Support Processes):

Offering technical support and troubleshooting services to resolve customer issues related to products or services.
Skills Required:

Strong verbal communication skills. Patience and empathy. Active listening. Problem-solving abilities. Multitasking. Ability to work under pressure.
Job Types: Full-time, Permanent

Pay: ₹17,000.00 per month

Benefits:

Work from home
Education:

Bachelor's (Preferred)
Experience:

Customer support: 1 year (Preferred)
Work Location: In person