Voice-Based Customer Service Representative

4 days ago

Mumbai, Maharashtra, India beBeeCustomerService Full time ₹ 5,00,000 - ₹ 7,50,000

As a customer service representative, you will be the face of our brand, responsible for handling inbound calls from customers. Your role will involve providing accurate and complete information, resolving customer queries, and maintaining first call resolution standards.

Key Responsibilities:

  • Handle inbound calls from customers regarding products, services, orders, accounts, billing, or technical issues.
  • Provide accurate, valid, and complete information by using the right tools and systems.
  • Resolve customer queries or escalate issues to appropriate departments if needed.
  • Maintain first call resolution (FCR) standards and meet quality & productivity KPIs.
  • Document all call details accurately in the CRM/ticketing system.
  • Follow call scripts, compliance protocols, and customer service procedures.
  • Work in coordination with team leads and quality analysts to improve performance.
  • Maintain confidentiality of customer data and adhere to data protection policies.
  • Participate in team meetings, training, and continuous improvement activities.

Eligibility Criteria:

  • Education: Minimum 10+2 or Graduate (any stream).
  • Experience: 03 years in a voice-based customer service or BPO role (Freshers welcome).
  • Language Proficiency: Fluent in English.
  • Typing Skills: Basic computer literacy and typing speed of 25+ WPM.

Skills & Competencies:

  • Strong verbal communication and listening skills.
  • Patient, empathetic, and able to handle customer stress.
  • Positive attitude and customer-centric approach.
  • Able to multitask, prioritize, and manage time effectively.
  • Willingness to work in rotational shifts/weekends/public holidays if required.

About This Role

This is an excellent opportunity to join our team as a customer service representative. As a key member of our customer service team, you will play a crucial role in delivering exceptional customer experiences and resolving customer queries efficiently.

What You Will Do

You will be responsible for handling inbound calls from customers, providing accurate and complete information, and resolving customer queries. You will also maintain first call resolution standards and meet quality & productivity KPIs. Additionally, you will document all call details accurately in the CRM/ticketing system and follow call scripts, compliance protocols, and customer service procedures.

Why Join Us

We are looking for highly motivated and customer-focused individuals who can provide exceptional customer service and support. If you have a positive attitude, strong verbal communication skills, and a willingness to learn and grow, we encourage you to apply for this exciting opportunity.

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