Key Customer Service Representative

2 days ago


Nellore, Andhra Pradesh, India beBeeCustomerSupport Full time ₹ 2,50,000 - ₹ 4,00,000
Customer Support Professional

We are seeking an experienced individual to fill a challenging role in our customer support team.

About the Role:
  • Job Summary:
  • To provide high-quality customer service and support to clients through various communication channels, including voice and non-voice interactions.
  • Main Responsibilities:
  • Voice Support:
  • Respond to customer calls in a professional and friendly manner, addressing inquiries, complaints, and technical issues.
  • Provide clear, accurate, and timely information regarding products and services.
  • Assist customers in troubleshooting problems and guiding them through solutions over the phone.
  • Maintain a high level of service excellence on all calls.
  • Non-Voice Support:
  • Handle customer support requests via email, live chat, and other digital channels, ensuring prompt and accurate responses.
  • Maintain thorough documentation of customer interactions and resolutions.
  • Collaborate with other departments to address complex customer issues.
  • Issue Resolution:
  • Effectively resolve customer issues in a timely and professional manner, ensuring customer satisfaction.
  • Identify recurring issues and collaborate with teams to suggest improvements.
  • Multitasking and Efficiency:
  • Manage multiple customer inquiries simultaneously across voice and non-voice channels without compromising quality of service.
  • Maintain key performance metrics such as response time, resolution time, customer satisfaction, and first call resolution.
  • Knowledge Management:
  • Stay up-to-date with company's products, services, and policies.
  • Provide accurate feedback to management on common customer issues or areas for improvement.
Requirements
  • Fully fluent in English (written and spoken), with ability to communicate clearly and professionally in the language.
  • Previous experience of 0-2 years in customer support or a related field required.
  • Experience handling both voice and non-voice customer interactions (calls, chats, emails) preferred.
  • Skills: strong communication and active listening skills, excellent problem-solving abilities and attention to detail, ability to work efficiently under pressure and in a fast-paced environment, ability to multitask and manage time effectively, empathy and patience when dealing with customer concerns.
  • Familiarity with customer support software is a plus.
  • Basic knowledge of troubleshooting and technical support advantageous.
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