Customer Service Representative

3 weeks ago

Gurugram Gurugram India CAREER BLOC Full time

Job Description Industry & Sector: Business Process Outsourcing (BPO) / Customer Experience Services supporting retail, fintech and SaaS clients across India. We deliver omnichannel, on-site customer support focused on rapid resolution, accuracy and measurable customer satisfaction. This role sits at the frontline of service delivery and operational excellence. Primary Title: Customer Service Representative About The Opportunity Career Bloc is hiring an on-site Customer Service Representative in India to join a fast-paced customer operations team. You will handle inbound customer interactions across phone, email and chat, using modern CRM and ticketing platforms to resolve issues, drive First Contact Resolution and maintain high CSAT. Role & Responsibilities - Handle inbound customer inquiries via phone, email and live chat while meeting defined SLAs and KPIs. - Investigate and resolve product, billing, order status, returns and refunds using CRM and order-management tools. - Log and update tickets accurately in the helpdesk system and maintain knowledge-base articles for recurring issues. - Escalate complex cases to Tier-2 or specialist teams and follow through to ensure timely resolution. - Achieve individual performance targets: First Contact Resolution, Average Handle Time and CSAT. - Participate in on-site training, process improvement initiatives and shift rotations as required. Skills & Qualifications Must-Have (Skills) - Helpdesk ticketing - IVR/ACD systems - Live chat platforms - Salesforce Service Cloud - Zendesk - Complaint resolution Preferred (Skills) - E-commerce order management - Multilingual support - Refunds & chargeback_processing Qualifications - High school diploma or equivalent; college diploma advantageous. - Minimum 1 year experience in customer-facing roles (BPO, retail, fintech or e-commerce preferred). - Fluent in English; Hindi or a regional Indian language is an advantage. - Available to work on-site in India and flexible to shift-based schedules. Benefits & Culture Highlights - Structured on-site training, performance-linked incentives and clear career progression. - Collaborative team environment with shift allowances and paid breaks. - Opportunities to cross-train across products and advance into specialist or supervisory roles. Apply if you are customer-focused, comfortable with on-site shift work, and experienced with modern CRM/helpdesk tools. This role is optimized for candidates who deliver consistent outcomes under SLAs and enjoy solving customer issues end-to-end. Skills: customer service,zendesk,hospitality,bpo,travel

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