Customer Service Agent

3 days ago

Mumbai, India Acme Services Full time

Job Description Answer Incoming Customer Calls - Handle a high volume of incoming calls professionally and efficiently. - Greet customers courteously and listen actively to understand their concerns or queries. - Resolve Customer Inquiries and Issues - Address questions related to products, services, billing, account information, or order status. - Troubleshoot and resolve customer issues during the first call whenever possible (First Call Resolution). Provide Accurate and Timely Information - Offer correct information based on company policies, procedures, and product knowledge. - Escalate complex issues to the appropriate department or supervisor when necessary. - Maintain Detailed Call Records - Document customer interactions, inquiries, feedback, and complaints accurately in the CRM or call management system. Follow Communication Protocols and Guidelines - Use predefined scripts or guidelines as needed while maintaining a natural and helpful tone. - Adhere to company policies, confidentiality standards, and call center protocols. Promote Customer Satisfaction - Ensure a positive customer experience by showing empathy, patience, and professionalism. - Take ownership of customer issues until they are fully resolved. Provide Feedback for Service Improvement - Identify trends in customer calls and report common issues to supervisors or the quality team. - Suggest improvements in processes or FAQs to reduce repeat calls. Meet Performance Metrics - Achieve targets such as Average Handling Time (AHT), Customer Satisfaction Score (CSAT), Call Quality, and Adherence to Schedule. Stay Updated on Products and Services - Regularly attend training sessions and updates to stay informed about product changes, promotions, or policy updates. Support Team Collaboration - Work closely with other team members and departments to ensure seamless service delivery

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