Key Responsibilities
- Customer Interaction: Handle incoming customer inquiries, requests, and issues via phone, email, chat, or ticketing systems in a timely and professional manner.
- Issue Resolution: Diagnose and resolve product, service, or billing queries efficiently by following company protocols and escalation pathways.
- Account & Information Management: Maintain accurate records of customer interactions, transactions, comments, and complaints within the CRM system.
- Process Improvement: Identify recurring issues or trends in customer feedback and report them to senior management to help improve product and service offerings.
- Product Knowledge: Stay up to date on all product updates, policies, and service changes to provide accurate guidance to customers.
- Cross-Functional Support: Coordinate with internal departments (sales, tech support, logistics) to follow up on complex customer cases until fully resolved.
Required Qualifications & Skills
- Education: High school diploma, bachelor’s degree, or equivalent experience.
- Experience: 0 to 3 years of experience in customer service, call center operations, or a client-facing role.
- Communication Skills: Excellent verbal and written communication skills with strong active listening capabilities.
- Technical Proficiency: Experience using CRM tools (e.g., Salesforce, Zendesk, Freshdesk) and standard office software.
- Problem-Solving: Strong critical thinking skills with an ability to stay calm and empathetic under pressure.
- Flexibility: Willingness to work flexible hours, including weekends or rotational shifts if required.
Preferred Qualifications
- Prior experience in a tech, SaaS, or e-commerce customer support role.
- Knowledge of standard support KPIs (First Contact Resolution, CSAT, Average Handle Time).
Pay: ₹20,000.00 - ₹30,000.00 per month
Work Location: In person
