Customer Service Representative

7 days ago

Mumbai, Maharashtra, India Zeca Tech Full time
Job Summary

Zeca Tech is seeking a highly skilled Customer Care Executive to join our team. As a key member of our customer service team, you will be responsible for delivering exceptional customer experiences and ensuring customer satisfaction.

Key Responsibilities
  • Customer Communication: Respond to customer inquiries via phone, email, or chat in a timely and professional manner.
  • Issue Resolution: Resolve customer complaints or issues with empathy and patience, providing accurate information about products or services.
  • Order Management: Assist customers in placing orders, tracking shipments, and processing returns or exchanges.
  • Customer Satisfaction: Ensure customer satisfaction by actively listening to their concerns and offering appropriate solutions.
  • Team Collaboration: Collaborate with other departments to address complex customer issues or escalate as needed.
  • Record Keeping: Maintain customer records and update account information as necessary.
  • Issue Identification: Identify and report recurring issues to the management team for improvement.
  • Product Knowledge: Stay updated on product knowledge and company policies to provide accurate information to customers.
  • Company Image: Assist in maintaining a positive and professional company image through interactions with customers.
  • Adherence to Procedures: Adhere to established customer service procedures and guidelines.
  • Performance Metrics: Adhere to performance metrics and KPIs related to customer care.
Required Qualifications
  • Education: High school diploma or equivalent; associate or bachelor's degree is a plus.
  • Experience: Proven experience in a customer service role or a related field.
  • Communication Skills: Excellent communication skills, both verbal and written.
  • Problem-Solving: Strong problem-solving abilities and the capacity to think on your feet.
  • Empathy: Empathetic and patient demeanor when dealing with customer concerns.
  • Multitasking: Ability to multitask and prioritize in a fast-paced environment.
  • CRM Systems: Familiarity with CRM systems and practices is preferred.
  • Software Applications: Proficient in using MS Office and other relevant software applications.
  • Teamwork: Ability to work well in a team and collaborate with colleagues.
  • Adaptability: Adaptability and willingness to learn new processes and procedures.
  • Positive Attitude: Positive attitude and a commitment to providing exceptional service.
  • Composure: Ability to maintain composure under pressure and handle difficult situations professionally.
  • Customer Service Principles: Knowledge of customer service principles and practices.
  • Flexibility: Flexibility to work in shifts, including evenings, weekends, and holidays.

communication, problem-solving, availability, customer care, CRM systems, customer service, teamwork, multitasking, positive attitude, adaptability

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