Join Our Customer Support Team as a Customer Service Representative
At QuantumID Technologies - SmartKargo, we are committed to delivering exceptional customer experiences. We are looking for enthusiastic and driven Contact Center Agents who are passionate about customer service and thrive in a dynamic, fast-paced environment.
Position Details
- Job Title: Customer Service Representative
- Department: Customer Support / Operations
- Employment Type: Full-Time
- Work Model: Hybrid (3 days Work From Office per week)
- Shift Model: 18×7 rotational shifts
- Weekly Offs: 2 consecutive rotational offs
- Location: Bund Garden, Pune
Role Overview
As a Contact Center Agent, you will be the first point of contact for our customers. You will manage interactions across voice, email, and chat channels while ensuring timely, accurate, and high-quality support aligned with our service standards.
Key Responsibilities
- Deliver excellent customer service through inbound and outbound interactions
- Handle customer queries across voice, email, and chat channels within SLA
- Provide effective issue resolution while maintaining quality standards
- Escalate complex issues to appropriate teams for resolution
- Ensure accurate documentation of customer interactions in CRM systems
- Consistently meet performance benchmarks for quality, productivity, and customer satisfaction
- Comply with company policies, security standards, and operational processes
- Collaborate with cross-functional teams to enhance customer experience
What We’re Looking For
- Graduates with strong communication and interpersonal skills
- Customer-centric mindset with problem-solving ability
- Comfortable working in rotational shifts and hybrid setup
- Basic computer knowledge with good typing speed
- Adaptable, dependable, and eager to learn
Preferred Qualifications
- Experience in voice, chat, or email support
- Familiarity with CRM tools and ticketing systems
- Experience working in SLA and KPI-driven environments
Performance Metrics
- Average Handling Time (AHT) / Average First Response Time (FRT)
- Customer Satisfaction (CSAT)
- Customer Service Resolution
- Quality & Productivity Scores
- Schedule Adherence
What We Offer
- Hybrid work opportunity
- Transportation reimbursement (as per company policy)
- Performance-driven work culture
- Learning, upskilling, and career growth opportunities
- Employee engagement and recognition programs
Feel free to connect with me on [email protected]
To know more about us, visit us at https://www.smartkargo.com
Pay: ₹25,000.00 - ₹50,000.00 per month
Benefits:
- Flexible schedule
- Health insurance
- Internet reimbursement
- Life insurance
- Provident Fund
Language:
Work Location: In person
