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Customer Service Officer

5 months ago

Santacruz Mumbai Maharashtra, India Alaxander Mann Solutions Full time

**Key Responsibilities**:

- **Case Management and Service Assistance**_
- Document all interactions with customers accurately and thoroughly in the CRM system.
- Investigate and resolve customer issues within a defined SLA, ensuring high levels of customer satisfaction.
- Escalate complex issues to the appropriate teams for further investigation and resolution.
- Proactively identify opportunities to improve the customer experience and suggest actionable solutions.
- Stay updated on product features, promotions, and company policies to provide accurate information to customers.
- Follow up with customers to ensure that their issues have been resolved to their satisfaction, followed by CSAT scoring
- **Managing Incoming Lines**:_
- Answer incoming calls from customers promptly and professionally.
- Provide accurate information and assistance to customers regarding products, services, and policies.
- Prioritize and manage multiple incoming calls simultaneously to minimize wait times and maximize efficiency.
- Collaborate with team members to ensure seamless handoffs and continuity of customer support.
- **Documentation and Reporting**:_
- Maintain detailed records of customer interactions, including issues raised, solutions provided, and follow-up actions taken on tracker and CRM
- Generate reports on key performance metrics such as response time, resolution time, and customer satisfaction scores.
- Analyse data to identify trends and patterns in customer inquiries and recommend improvements to processes and procedures.
- **Qualifications and Required Skillsets**:_
- Bachelor's degree in business or relevant work experience
- Proven experience in customer service or a related field [Minimum 4 years]
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and attention to detail.
- Ability to remain calm and professional under pressure.
- Proficiency in using CRM software [preferably Salesforce] and other customer support tools.
- Strong articulation and conflict management skills
- Willingness to work rotating shifts and on a roster
- Proactive approach with a positive attitude and flexibility to embrace change
- Exercise good judgment and independent decision-making skills
- Knowledge of industry-specific regulations and compliance standards.
- Familiarity with telephone etiquette and call centre procedures.
- Ability to do stakeholder management and maintain good interpersonal relations with high on team spirit
- Ability to speak Mutiple Language **(Kannada / Telugu)+English +Hindi**

Note: The responsibilities and qualifications outlined above are intended to describe the general nature and level of work performed by individuals assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities and qualifications required of employees assigned to this role.

Shift:

- Day shift

Application Question(s):

- Do you speak Kannada / Telugu / Marathi ?

**Education**:

- Bachelor's (preferred)

Work Location: In person