Customer Service Associate

2 weeks ago

Mumbai Maharashtra, India MP Advisors Full time

**Job Type**:Full Time

**Grade**:H2

**Job Category**:Associate

**Function/Department**:Operations

**Reporting to**:Team Leader

**Roles & Responsibilities**
- Handle a wide range of customer concerns, including inquiries, product/service issues, billing inquiries, and general inquiries.
- Demonstrate empathy and understanding while addressing customer needs and concerns.
- Proactively follow up with clients to ensure their concerns have been resolved to their satisfaction.
- Escalate complex issues to the appropriate teams or supervisors for timely resolution.
- Adhere to established service level agreements (SLAs) and quality standards to meet or exceed customer expectations.
- Ensure compliance with company policies, procedures, and data protection regulations while handling customer information.
- Collaborate with internal teams to resolve customer concerns that require cross-functional support.
- Develop a comprehensive understanding of the organization's products and services to provide accurate and helpful information to customers.
- Stay updated with the latest product/service offerings and changes to effectively address customer inquiries.
- Maintain clear and detailed records of customer interactions, ensuring accurate documentation of inquiries and resolutions.
- Communicate effectively with customers and internal teams, using clear and professional language
- Actively participate in training sessions and skill development programs to enhance customer service and problem-solving abilities.
- Provide feedback on processes and procedures to improve overall service efficiency and customer satisfaction.

**Expected/Key Results**
- Deliver high levels of CSAT / NPS scores / others
- Adherence to regulatory Compliance
- Achieve quality scores
- Deliver on defined process specific metrics
- Adherence to process SOPs
- Schedule adherence

**Preferred Educational Qualifications**
- Graduate Fresher
- Undergraduate - 2 Years Experience

**Preferred Work Experience**
- Prior experience in customer service

**Competencies & Skills**
- Excellent communication skills in English; proficiency in additional European languages is an advantage.
- Strong customer service orientation with the ability to remain calm and composed while handling challenging situations.
- Familiarity with customer service software, ticketing systems, and CRM tools is beneficial.
- Empathetic and patient demeanour with a genuine desire to assist customers.
- Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
- Willingness to work flexible hours, including weekends and holidays, to support 24/7 customer service operations.

Pay: ₹12,000.00 - ₹25,000.00 per month

**Education**:

- Bachelor's (preferred)

**Experience**:

- total work: 2 years (required)

**Language**:

- English (required)

Work Location: In person

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