A Customer Service Advisor (CSA) acts as the primary link between a company and its customers, ensuring inquiries, complaints, and requests are resolved efficiently. They play a critical role in customer retention, brand loyalty, and maintaining the daily workflow of support channels. The main roles and responsibilities are broken down below into key operational areas. Core Day-to-Day Responsibilities
- Managing Inquiries: Answering routine questions regarding product specifications, pricing plans, delivery timelines, and company terms across phone, live chat, or email channels.
- Resolving Customer Issues: Troubleshooting technical bugs, handling system errors, and finding quick alternatives to mitigate poor service experiences.
- Processing Transactions: Managing account onboarding, executing subscriptions, updating billing information, and processing refunds or service cancellations seamlessly.
- Data and Record Keeping: Documenting all user interactions, logging complaints, and updating account details inside the company's central Customer Relationship Management (CRM) software.
- De-escalating Complaints: Defusing intense situations with frustrated customers by showing strong active listening, staying calm, and offering actionable resolutions.
Business and Sales Support
- Upselling and Cross-selling: Identifying opportunities during conversations to offer premium upgrades, complementary accessories, or alternative items that better fit customer needs.
- Gathering Market Insights: Collecting recurring customer feedback, noting product flaws, and sharing these trends with product development or marketing teams.
- Meeting Performance Targets: Maintaining strict personal metrics to support team Key Performance Indicators (KPIs), such as First Contact Resolution (FCR) rate and Average Handling Time (AHT).
Pay: ₹15,000.00 - ₹20,000.00 per month
Benefits:
Work Location: In person
