Customer Service Representative

3 weeks ago

Gurgaon, Haryana, India Snaphunt Full time

Customer Service Role

We are seeking a skilled Customer Service Representative to join our team at Snaphunt. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer experiences through timely and effective issue resolution, product information, and support.

Key Responsibilities

  1. Customer Interaction: Engage with customers via various communication channels to address inquiries, provide product information, troubleshoot issues, and resolve complaints in a courteous and professional manner.
  2. English Fluency: Demonstrate fluency in English communication to effectively understand customer needs, convey information clearly, and ensure a high standard of service delivery.
  3. Problem Resolution: Utilize problem-solving skills to investigate and resolve customer issues, escalating complex cases to appropriate channels when necessary, while ensuring timely resolution and customer satisfaction.
  4. Documentation: Maintain accurate records of customer interactions, inquiries, complaints, and resolutions in our CRM system, ensuring comprehensive documentation for future reference and analysis.
  5. Product Knowledge: Acquire in-depth knowledge of our company products or services to provide accurate information, recommend solutions, and effectively address customer queries or concerns.
  6. Professionalism: Conduct all customer interactions with professionalism, empathy, and a customer-centric approach, representing our company's values and maintaining a positive brand image at all times.
  7. Team Collaboration: Collaborate with internal teams such as sales, technical support, and operations to coordinate responses, facilitate problem resolution, and ensure a seamless customer experience across departments.
  8. Continuous Learning: Stay updated on product features, industry trends, and customer service best practices through training sessions, self-study, and feedback mechanisms to continuously improve skills and knowledge.
  9. Performance Metrics: Meet or exceed performance targets including response times, resolution rates, customer satisfaction scores, and any other key performance indicators (KPIs) set by the company.

Requirements

  • At least 1 year of experience in a Customer Service role, preferably within the Telecommunications industry.
  • Graduation in any discipline from a recognized university.
  • Excellent verbal and written communication skills in English.
  • Strong interpersonal skills with the ability to build rapport and empathize with customers.
  • Problem-solving abilities with a proactive and customer-focused approach.
  • Proficiency in using CRM software and other relevant tools is a plus.
  • Freshers with a passion for customer service and a willingness to learn are encouraged to apply.

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