Customer Service Representative

4 weeks ago

Panchkula, India Intelliworx Consulting Full time

A CSR (Customer Service Representative) for a UK BPO shift is responsible for handling customer inquiries and issues for a UK-based client. This role typically operates during UK business hours but might have to work in rotational shifts . The job involves mainly including voice calls.

Key Responsibilities

  • Customer Interaction: Answer incoming calls, respond to emails, and manage live chats from UK customers. The goal is to provide a high-quality, professional, and empathetic customer experience.
  • Problem Resolution: Diagnose, troubleshoot, and resolve customer issues and complaints efficiently on the first contact whenever possible. This requires strong problem-solving and critical-thinking skills.
  • Information Management: Accurately document all customer interactions and transactions in the CRM (Customer Relationship Management) system.
  • Product & Service Knowledge: Maintain a deep understanding of the client's products, services, and policies to provide accurate information and effective solutions.
  • Compliance & Procedures: Adhere to all company and client policies, procedures, and quality standards, including data security and privacy regulations (like GDPR).
  • Upselling/Cross-selling (if applicable): Proactively identify opportunities to promote additional products or services to customers.

Required Skills & Qualifications

  • Excellent Communication: Must have exceptional verbal and written English skills with a neutral accent. The ability to articulate clearly and listen actively is crucial for understanding and addressing customer needs.
  • Customer-Centric Mindset: A strong sense of empathy, patience, and a genuine desire to help customers. The ability to remain calm and professional under pressure is essential.
  • Adaptability: The ability to handle a variety of tasks and quickly adapt to different customer temperaments, products, and company policies.
  • 5 days working

Job Type: Full-time

Pay: ₹18, ₹20,000.00 per month

Language:

  • English (Preferred)

Work Location: In person

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