Customer Service Agent

5 days ago

Mumbai, India ACME SERVICES PRIVATE LIMITED Full time

Answer Incoming Customer Calls

  • Handle a high volume of incoming calls professionally and efficiently.
  • Greet customers courteously and listen actively to understand their concerns or queries.
  • Resolve Customer Inquiries and Issues
  • Address questions related to products, services, billing, account information, or order status.
  • Troubleshoot and resolve customer issues during the first call whenever possible (First Call Resolution).

Provide Accurate and Timely Information

  • Offer correct information based on company policies, procedures, and product knowledge.
  • Escalate complex issues to the appropriate department or supervisor when necessary.
  • Maintain Detailed Call Records
  • Document customer interactions, inquiries, feedback, and complaints accurately in the CRM or call management system.

Follow Communication Protocols and Guidelines

  • Use predefined scripts or guidelines as needed while maintaining a natural and helpful tone.
  • Adhere to company policies, confidentiality standards, and call center protocols.

Promote Customer Satisfaction

  • Ensure a positive customer experience by showing empathy, patience, and professionalism.
  • Take ownership of customer issues until they are fully resolved.

Provide Feedback for Service Improvement

  • Identify trends in customer calls and report common issues to supervisors or the quality team.
  • Suggest improvements in processes or FAQs to reduce repeat calls.

Meet Performance Metrics

  • Achieve targets such as Average Handling Time (AHT), Customer Satisfaction Score (CSAT), Call Quality, and Adherence to Schedule.

Stay Updated on Products and Services

  • Regularly attend training sessions and updates to stay informed about product changes, promotions, or policy updates.

Support Team Collaboration

  • Work closely with other team members and departments to ensure seamless service delivery.

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