Job Summary
We are seeking a proactive and customer-focused Customer Service Representative to provide exceptional support to our customers through phone, email, chat, and other communication channels. The ideal candidate will resolve customer inquiries, handle complaints professionally, maintain accurate records, and ensure a high level of customer satisfaction.
Key Responsibilities
- Respond to customer inquiries via phone, email, live chat, and social media.
- Resolve customer complaints and provide appropriate solutions within defined timelines.
- Maintain a positive, empathetic, and professional attitude toward customers.
- Record customer interactions, transactions, comments, and complaints in the CRM system.
- Escalate complex issues to the appropriate department when required.
- Follow up with customers to ensure complete resolution of their concerns.
- Process orders, returns, refunds, exchanges, and cancellations as per company policies.
- Educate customers about products, services, features, and company policies.
- Collaborate with internal teams to improve customer experience.
- Meet individual and team KPIs such as response time, resolution time, CSAT, and quality scores.
- Stay updated on product knowledge, company procedures, and industry best practices.
Required Qualifications
- Bachelor's degree in any discipline (preferred but not mandatory).
- 0–3 years of experience in customer service, customer support, or call center operations.
- Freshers with excellent communication skills are encouraged to apply.
- Experience with CRM software such as Salesforce, Zoho, Freshdesk, Zendesk, or HubSpot is an advantage.
Required SkillsTechnical Skills
- Basic computer proficiency (MS Office, Google Workspace)
- CRM software knowledge
- Email and chat support tools
- Data entry and documentation
Soft Skills
- Excellent verbal and written communication
- Active listening
- Problem-solving and critical thinking
- Customer-first mindset
- Patience and empathy
- Time management
- Multitasking ability
- Team collaboration
- Adaptability
Preferred Qualifications
- Experience in BPO, SaaS, e-commerce, banking, healthcare, or telecom customer support.
- Multilingual communication skills are an added advantage.
- Experience handling international customers is preferred.
Key Performance Indicators (KPIs)
- Customer Satisfaction Score (CSAT)
- First Contact Resolution (FCR)
- Average Handling Time (AHT)
- First Response Time (FRT)
- Ticket Resolution Time
- Quality Assurance (QA) Score
- Customer Retention Rate
- SLA Compliance
- Attendance and Productivity
Work Environment
- Full-time position
- Rotational shifts
- Hybrid
- Weekend and holiday support may be required
Pay: ₹1,000,000.00 - ₹1,200,000.00 per year
Benefits:
- Commuter assistance
- Food provided
- Health insurance
- Life insurance
- Paid sick time
- Provident Fund
- Work from home
Work Location: Remote
