Senior customer service representative

6 days ago

Jaipur, India My Ace Bazar Full time
Company Description My Ace Bazar Brand of My Ace Courier & Services Pvt Ltd - Jaipur
One of the leading Ecommerce, Courier & Logistics Company
Role Description
Job Summary:
We are looking for an experienced and dynamic Senior Customer Service Representative to join our team. In this role, you will lead by example in delivering exceptional customer service, mentoring junior representatives, and resolving complex customer issues. Your expertise will play a key role in maintaining customer satisfaction and fostering loyalty to the company.
Key Responsibilities:
Customer Support:
Respond promptly to customer inquiries through phone, email, chat, or social media.
Address and resolve customer complaints efficiently.
Provide accurate information about products, orders, and services.
Handle escalated customer inquiries and complaints through phone, email, chat, or other channels.
Ensure prompt and professional resolution of customer issues.
Order Management:
Assist customers with placing, tracking, and managing orders.
Resolve order-related issues such as cancellations, returns, and refunds.
Problem Solving:
Identify and escalate issues to relevant teams for resolution.
Follow up to ensure issues are resolved to the customer’s satisfaction.
Resolve complex and high-priority issues efficiently.
Collaborate with cross-functional teams to address customer concerns.
Team Mentorship:
Provide guidance and support to junior customer care representatives.
Assist in training new hires and sharing best practices.
Process Improvement:
Identify recurring issues and suggest improvements to processes or policies.
Contribute to the development of tools like FAQs and training materials.
Customer Relationship Management:
Build and maintain strong customer relationships.
Gather and relay customer feedback to improve products or services.
Feedback and Insights:
Collect customer feedback and share insights with the product and operations teams to improve services.
Contribute to the development of FAQs and self-service tools.
Policy Adherence:
Maintain up-to-date knowledge of company policies, promotions, and product details.
Ensure compliance with customer service protocols and quality standards.
Reporting and Analysis:
Track and report on customer service metrics such as response times and satisfaction scores.
Identify trends and recommend strategies to enhance the customer experience.
Qualifications and Skills:
Education: Bachelor’s degree in Business Administration, Communications, or related field (preferred).
Experience:
3–5 years of experience in customer care or a related field.
Proven experience in handling escalations and complex customer scenarios.
Skills:
Exceptional verbal and written communication skills.
Strong problem-solving and decision-making abilities.
Proficiency with CRM tools and customer support software.
Ability to manage multiple tasks in a fast-paced environment.

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