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Customer Service Representative

2 months ago

Vashi Navi Mumbai Maharashtra, India VIBGYOR MANAGEMENT CONSULTANT Full time

INBOUND VOICE

Eligibility: HSC+1 yr exp.

Graduate freshers

**Salary**: (0-2yrs exp
- 22k inhand including NSA

2+yrs exp: 23.5k inhand including NSA

Rounds of Interview

Hr

Vna

Ops

Fixed shifts (5.30pm
- 2.30am/ 6.30pm
- 3.30am)

Fixed sat/sun off

A **Customer Service Executive** (CSE) plays a crucial role in ensuring customer satisfaction by providing efficient and high-quality service. Below is an outline of the key roles and responsibilities typically associated with this position:
Key Roles & Responsibilities
- **Customer Interaction**:

- Address customer concerns, provide product or service information, and assist with troubleshooting.
- Handle inquiries in a polite and professional manner, maintaining a positive customer experience.
- **Issue Resolution**:

- Resolve customer complaints, issues, or concerns by providing solutions or escalating them to higher management when necessary.
- Ensure customer queries are resolved in a timely and efficient manner.
- **Product/Service Knowledge**:

- Maintain a strong understanding of the company’s products or services to accurately inform customers and answer questions.
- Keep updated with new product launches, changes in policies, and other relevant information to provide accurate guidance.
- **Order Processing**:

- Assist customers with order placement, order tracking, and managing returns or exchanges.
- Ensure proper documentation of orders and transactions.
- **Feedback Management**:

- Collect customer feedback regarding products, services, and experiences.
- Identify common customer issues or concerns and report them to management for improvement.
- **Customer Retention**:

- Work on building relationships with customers to encourage repeat business and foster brand loyalty.
- Upsell or cross-sell additional services or products based on customer needs.
- **Data Entry & Documentation**:

- Accurately enter customer data and transaction information into CRM or database systems.
- Maintain up-to-date records of customer interactions, issues, and resolutions.
- **Collaboration with Other Teams**:

- Work closely with sales, marketing, product, and technical teams to resolve issues and improve customer service delivery.
- Coordinate with logistics or inventory management to ensure timely and correct order fulfillment.
- **Escalation Handling**:

- Handle escalated customer complaints or issues that cannot be resolved at the initial contact level.
- Ensure escalated issues are addressed by the appropriate senior team members and follow up with customers for resolution.
- **Compliance & Policy Adherence**:

- Follow company policies, procedures, and industry regulations while interacting with customers.
- Ensure privacy and confidentiality of customer information as per company guidelines and legal requirements.

Skills & Qualities Needed
- **Communication Skills**: Excellent verbal and written communication to convey information clearly and professionally.
- **Problem-Solving Skills**: Ability to identify issues quickly and come up with effective solutions.
- **Patience and Empathy**: Ability to handle difficult situations and customers with patience and understanding.
- **Attention to Detail**: Accuracy in processing orders, recording data, and following procedures.
- **Time Management**: Efficient handling of multiple tasks and customer requests in a timely manner.
- **Technical Proficiency**: Familiarity with CRM software, order management systems, and basic troubleshooting.

Additional Expectations:

- **Shift Flexibility**: Availability to work in shifts, including evenings, weekends, or holidays, as per business needs.
- **Team Player**: Ability to work well within a team environment and collaborate with colleagues across departments.
- **Multitasking**: Ability to handle various tasks and manage a high volume of customer interactions simultaneously.

In summary, a **Customer Service Executive** is responsible for ensuring that customers receive top-notch service, resolving their concerns, and contributing to the overall success of the company through positive interactions.

4o mini

Pay: ₹22,000.00 - ₹24,000.00 per month

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Evening shift
- Fixed shift
- Monday to Friday
- Night shift
- US shift
- Weekend availability

Supplemental Pay:

- Shift allowance

**Education**:

- Higher Secondary(12th Pass) (preferred)

**Experience**:

- total work: 1 year (required)
- Customer service: 1 year (required)

**Language**:

- English (required)
- Hindi (preferred)

Work Location: In person