Key Responsibilities
- Query Resolution: Respond promptly to customer inquiries, complaints, and requests, providing accurate and step-by-step guidance.
- Technical Troubleshooting: Identify root causes of problems and guide customers through the necessary solutions or workarounds.
- Documentation: Maintain accurate, up-to-date records of all customer interactions, transactions, and complaints using Customer Relationship Management (CRM) software.
- Collaboration: Escalate complex, unresolved issues to higher management or relevant technical/sales departments while ensuring the customer is kept informed.
- Feedback Collection: Gather customer feedback and identify recurring complaints to suggest improvements to internal teams.
- Metric Tracking: Meet performance benchmarks such as First Call Resolution (FCR) and Average Handling Time
Essential Requirements
- Education: A bachelor's degree in business administration, communications, or a related field.
- Communication Skills: Superior written and oral communication skills.
- Soft Skills: High levels of empathy, patience, and the ability to remain calm and professional under pressure.
- Technical Aptitude: Familiarity with CRM systems, ticketing platforms (like Zendesk or Salesforce), and basic IT literacy.
- Problem-Solving: Strong analytical thinking to find practical solutions quickly
Pay: ₹50,000.00 - ₹60,000.00 per month
Benefits:
- Commuter assistance
- Health insurance
- Provident Fund
Work Location: In person
