Quality Customer Service

2 weeks ago

Navi Mumbai, India Nextgen Infratech Solutions LLP Full time

Position: Quality

Department: Customer Service

Location: Navi Mumbai

Qualification: Graduation

Experience: 2 - 3 Years

**Responsibilities**:
1. Customer Assistance:
b. Provide accurate and thorough information to customers regarding products, services, policies, and procedures.

c. Offer personalized solutions to address customer needs and resolve issues efficiently.

2. Quality Monitoring and Evaluation:
a. Monitor customer interactions to ensure adherence to quality service standards.

b. Conduct thorough reviews of customer interactions to assess agent performance and identify areas for improvement.

c. Collaborate with team leads and managers to develop action plans for continuous improvement.

3. Quality Reporting:
a. Prepare and present regular reports on customer support metrics, including response times, issue resolution rates, customer satisfaction, and feedback trends.

b. Identify patterns and trends in customer feedback to contribute to overall product and service improvement efforts.

4. Process Improvement:
a. Collaborate with cross-functional teams to identify process gaps and areas for enhancement.

b. Propose and implement process improvements to streamline customer support operations and enhance overall customer experience.

5. Training and Development:
a. Assist in the training and onboarding of new customer support team members, focusing on quality standards, effective communication, and problem-solving skills.

b. Provide ongoing coaching and feedback to team members to promote consistent quality performance.

6. Customer Feedback Loop:
a. Act as a liaison between customers and internal teams, conveying valuable insights and feedback to drive product and service improvements.

b. Proactively seek customer input and suggestions to foster a customer-centric approach within the organization.

7. Escalation Management:
a. Handle escalated customer concerns with professionalism, empathy, and a commitment to finding satisfactory resolutions.

**Requirements**:

- Bachelor's degree in a related field or equivalent work experience.
- Proven experience in customer service or support roles.
- Excellent written and verbal communication skills.
- Strong problem-solving and critical-thinking abilities.
- Detail-oriented with a focus on accuracy and quality.
- Ability to work well in a team environment and collaborate with cross-functional teams.
- Familiarity with customer support tools and technologies.
- Empathy and a customer-first mindset.
- Proficiency in data analysis and reporting is a plus.
- Flexibility to adapt to changing priorities and a dynamic work environment.

Join our team and contribute to our commitment to delivering exceptional customer experiences while championing quality improvement initiatives. If you're passionate about customer satisfaction and have a knack for identifying ways to enhance quality, we encourage you to apply.

To apply, please submit your resume and a cover letter detailing your relevant experience and explaining why you're a great fit for this role.

**Salary**: ₹15,000.00 - ₹35,000.00 per month

Schedule:

- Day shift
- Rotational shift

**Experience**:

- total work: 3 years (preferred)

Ability to Commute:

- Navi Mumbai, Maharashtra (preferred)

Ability to Relocate:

- Navi Mumbai, Maharashtra: Relocate before starting work (preferred)

**Speak with the employer**
+91 +919372493409

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