Customer Service Representative

5 months ago

Panchkula, India Vibcare Pharma Full time

Job Summary:
As a Complaint Handler, you will be responsible for addressing and resolving customer complaints in a timely and satisfactory manner. Your primary objective will be to investigate complaints, gather relevant information, and provide appropriate solutions to ensure customer satisfaction and retention. This role requires strong communication skills, empathy, and the ability to remain calm and professional while handling potentially challenging situations.

Key Responsibilities:

- Listen attentively to customer concerns, demonstrating empathy and understanding throughout the interaction.
- Gather all necessary information related to the complaint, including relevant details about the product or service in question and any previous interactions with the customer.
- Investigate the root cause of the complaint by liaising with relevant departments or individuals within the organization.
- Communicate with customers promptly and effectively, providing updates on the status of their complaint and outlining potential solutions.
- Collaborate with internal teams to develop appropriate resolutions or action plans to address customer complaints.
- Ensure that all complaints are resolved within established timelines and in accordance with company policies and procedures.
- Follow up with customers after the resolution of their complaint to ensure satisfaction and gather feedback for continuous improvement.
- Maintain accurate records of all complaints, including details of the investigation, actions taken, and outcomes.
- Identify recurring issues or trends in customer complaints and recommend strategies to address them proactively.

Qualifications and Skills:

- High school diploma or equivalent; bachelor's degree preferred.
- Previous experience in customer service or a related field, with a focus on complaint handling preferred.
- Excellent communication skills, both verbal and written, with the ability to articulate solutions clearly and professionally.
- Strong interpersonal skills, including empathy and patience, to effectively address customer concerns and build rapport.
- Ability to remain calm and composed under pressure, particularly when dealing with upset or irate customers.
- Proficiency in using customer relationship management (CRM) software and other relevant tools for complaint management and documentation.
- Strong problem-solving and analytical abilities, with the capacity to identify underlying issues and develop effective solutions.
- Attention to detail and accuracy in documenting complaints and resolutions.
- Flexibility to adapt to changing priorities and work independently or collaboratively as part of a team.
- Commitment to delivering high-quality customer service and continuously improving processes to enhance customer satisfaction.

**Job Types**: Full-time, Permanent

**Salary**: ₹15,000.00 - ₹25,000.00 per month

**Benefits**:

- Health insurance
- Paid time off

Schedule:

- Day shift

Supplemental pay types:

- Performance bonus

**Education**:

- Bachelor's (preferred)

**Experience**:

- Customer care total work: 2 years (required)
- Customer service: 1 year (preferred)

**Language**:

- English (preferred)
- Hindi (preferred)

Ability to Commute:

- Panchkula, Haryana (required)

Ability to Relocate:

- Panchkula, Haryana: Relocate before starting work (required)

Work Location: In person

**Speak with the employer**

+91 7888979205

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