▷ (High Salary) Executive Customer Service - Blended Process

2 weeks ago

Navi Mumbai Mumbai City Mumbai, India Capita Full time

Job Description

Key Responsibilities:

Customer Interaction (Voice + Non-Voice):

- Handle incoming and outgoing customer calls professionally and efficiently.
- Respond to customer queries via email, live chat, or other digital platforms.
- Troubleshoot and resolve product or service-related issues in a timely manner.
- Maintain a customer-first approach in all interactions.

Issue Resolution:

- Provide accurate and complete information to customers using appropriate tools and resources.
- Escalate unresolved issues to the appropriate internal teams and ensure timely follow-up.
- Document all customer interactions and actions taken accurately in CRM systems.

Service Quality & Performance:

- Meet or exceed daily, weekly, and monthly performance targets (AHT, FCR, CSAT, etc.).
- Ensure compliance with company policies, security guidelines, and quality standards.
- Identify recurring issues and suggest process improvements.

Team Collaboration:

- Work closely with team members and support departments to ensure customer satisfaction.
- Participate in regular training sessions, feedback discussions, and team meetings.

Required Qualifications:

- Education:
- Minimum: High School Diploma / 10+2
- Preferred: Bachelor's Degree in any discipline
- Experience:
- 02 years in a BPO/Customer Service/Call Center environment
- Freshers with excellent communication skills are welcome
- Skills:
- Strong verbal and written communication skills
- Good typing speed and basic computer literacy
- Ability to multitask and handle both voice and non-voice queues
- Empathy, patience, and problem-solving ability
- Knowledge of CRM tools and customer service software (preferred)

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