Customer Service Representative
2 months ago
Key Roles and Responsibilities:
- Handle inbound and outbound calls related to loans and subsidies
- Assist customers in understanding eligibility criteria, interest rates, and loan terms.
- Escalate complex issues to higher authorities or specialized departments when necessary.
- Accurately input customer information into the CRM system
- Maintain detailed records of customer interactions, comments, and complaints.
- Provide clear, concise, and accurate information to customers.
- Gather customer feedback on products and services
- Report common issues and suggestions to improve service quality
- Work closely with other departments
- Participate in team meetings and training sessions to stay updated on product knowledge and customer service techniques
- Utilize call center software, customer relationship management (CRM) systems, and other relevant tools effectively
- Meet individual and team performance targets, including call handling time, customer satisfaction scores, and resolution rates
- Continuously improve service quality through feedback and training.
Skills and Qualifications:
- Communication Skills: Excellent verbal and written communication skills to interact effectively with customers
- Problem-Solving Skills: Ability to analyze issues and find solutions efficiently.
- Attention to Detail: Accuracy in data entry and documentation.
- Patience and Empathy: Ability to handle challenging customer interactions with patience and empathy.
- Technical Skills: Proficiency in using call center software and CRM systems.
- Financial Knowledge: Basic understanding of financial products, especially loans, and banking procedures.
**Education**:
- Bachelor's (preferred)
**Experience**:
- Customer service: 1 year (preferred)
**Language**:
- English (preferred)
- Hindi (preferred)
Work Location: In person
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