Dedicated Customer Service Representative
2 days ago
We're looking for a dedicated professional to provide exceptional customer service in our Thane, India office.
This is a 6-month contract role with potential extension depending on performance and business need.
As a key member of our Customer Support team, you will resolve escalated customer queries and collaborate with our garage partners to find timely solutions.
- Resolving complex customer complaints while maintaining excellent communication skills.
- Liaising with our garage partners to agree on resolution plans and ensuring prompt action.
- Meeting agreed-upon SLAs (Service Level Agreements) to respond to customers and close resolved complaints efficiently.
- Monitoring trends and working with the Customer Service Team Lead to reduce repeated complaints by identifying root causes and suggesting process improvements.
Responsibilities:
- Supporting the Customer Service team in handling general customer inquiries as needed, managing incoming calls, emails, and live chat requests.
- Accessing and managing active and closed complaints.
- Serving as the primary point of contact for customer escalations.
- Handling critical queue emails, which are usually new complaints requiring immediate attention.
Requirements:
- A passion for delivering best-in-class customer service.
- At least 3 years of experience in handling customer complaints via phone, email, and live chat in a fast-paced environment.
- Fluent written and spoken English.
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