Customer Service Representative

2 weeks ago

Palakkad, Kerala, India D Vivid Consultant Full time

Department: Student Support & Success

  • Reports to: Student Success Lead / Branch Manager

Mission: Convert qualified inquiries into paid, delighted D‑Vivid students—ethically and consistently—by running crisp discovery, clear value stories, and disciplined follow‑up.

Key Responsibilities

  • Customer Engagement: Respond promptly to customer inquiries via phone, email, live chat, or in-person.
  • Sales Conversion: Identify opportunities to upsell, cross-sell, or convert leads into confirmed sales.
  • Product/Service Knowledge: Maintain a deep understanding of company offerings to confidently address questions and objections.
  • Lead Management: Track and manage leads in the CRM, ensuring timely follow-ups.
  • Problem Resolution: Handle complaints or service issues promptly and professionally to retain customer trust.
  • Collaboration: Work with marketing and operations teams to streamline sales processes and customer experiences.
  • Reporting: Maintain accurate records of interactions, feedback, and sales performance metrics.

Required Skills & Qualifications

  • Strong communication and interpersonal skills.
  • Proven sales or customer service experience (minimum 1–2 years preferred).
  • Ability to work in a fast-paced environment while maintaining accuracy.
  • Familiarity with CRM systems and sales tools.
  • Active listening and problem-solving skills.
  • Target-driven mindset with a focus on customer satisfaction.

Preferred Skills

  • Experience in (specific industry, e.g., education consulting, retail, SaaS).
  • Multilingual abilities for diverse customer interaction.
  • Comfort with video calls or virtual consultations.

Performance Metrics

  • Monthly sales targets achieved.
  • Customer satisfaction scores.
  • Lead-to-sale conversion rates.
  • Retention and repeat customer rates.

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