Customer Service Representative

1 day ago

Hyderabad, Telangana, India NNIIT Full time

Job Overview:

The Customer Service Representative (CSR) acts as the primary liaison between the company and its customers. This dynamic role covers a range of responsibilities—from handling customer inquiries and support to conducting parent-student meetings, managing escalations, driving upsell opportunities, and overseeing renewals. Additionally, the position is offered as an internship with a competitive CTC of 15,000. After a successful 4-month internship period, a full-time role will be offered.

Key Responsibilities:

  • Customer Inquiries & Support:
  • Respond promptly to customer questions via phone, email, chat, or social media.
  • Provide accurate and detailed information about products or services.
  • Resolve customer issues and complaints to ensure high satisfaction levels.
  • Parent-Student Meetings:
  • Organize and conduct meetings with parents and students to discuss progress, address concerns, and offer guidance.
  • Serve as a liaison between educators and families, ensuring clear, empathetic communication.
  • Follow up on feedback from meetings to implement necessary improvements.
  • Upsell Initiatives:
  • Identify opportunities to recommend additional products, services, or upgrades tailored to customer needs.
  • Collaborate with the sales team to develop effective upsell strategies and maintain detailed product knowledge.
  • Track and report upsell performance to meet revenue targets.
  • Renewal Management:
  • Oversee the renewal process for subscriptions, memberships, or service agreements.
  • Engage proactively with customers before contract expiration to present renewal options and address concerns.
  • Work with cross-functional teams to streamline renewal procedures and boost retention.
  • Escalation Handling:
  • Manage and resolve escalated customer issues in a timely manner, ensuring a smooth resolution process.
  • Liaise with internal teams to address complex issues and prevent future occurrences.
  • Maintain clear records of escalated cases and the solutions provided.
  • Refunds and Complaint Management:
  • Implement strategies to maintain a track record of zero refunds or complaints.
  • Monitor customer feedback and take proactive steps to resolve issues before they escalate.
  • Analyze trends in customer feedback to continuously improve service delivery.
  • Record Maintenance & Reporting:
  • Document all customer interactions, meetings, upsell activities, escalations, and renewal engagements in CRM systems.
  • Generate regular reports to assess performance metrics, identify trends, and pinpoint areas for improvement.
  • Product & Service Expertise:
  • Keep updated on the latest company offerings and product enhancements.
  • Participate in ongoing training to ensure the highest level of service delivery.

Internship Details:

  • Compensation:Internship CTC is set at 15,000 per month.
  • Duration & Transition:The internship period is 4 months.
  • Upon successful completion of the internship, a full-time role will be offered based on performance and organizational fit.

Qualifications:

  • Education & Experience:
  • High school diploma or equivalent; prior experience in customer service is advantageous.
  • Experience in conducting meetings or presentations, especially in educational or service-based settings, is a plus.
  • Skills:
  • Exceptional verbal and written communication skills.
  • Strong interpersonal abilities with an empathetic, customer-centric approach.
  • Proven ability to manage multiple tasks and prioritize efficiently.
  • Proficiency in CRM systems and customer support software.
  • Sales acumen with experience in upselling and renewal management.
  • Personal Attributes:
  • A proactive, results-driven mindset.
  • Excellent problem-solving skills and attention to detail.
  • Ability to manage high-pressure situations with a focus on achieving zero refunds or complaints.

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