Customer Service Representative

1 week ago

Bengaluru, India ADC Digital Pvt ltd Full time

**Work Location: Bangalore**

**Roles & Responsibilities**:

- Organize weekly and daily activities for addressing consumer complaints, including reviewing root cause analysis and remediation activities
- Create complaint response reports, including SLA performance, quality, trends, and corrective actions
- Analyze and solve problems regarding billing, service, sales, retention, and other issues
- Build and support strong internal/external partnerships with other organizations to resolve complex, escalated complaints
- Provide follow-through, tracking, and resolution information on all complex escalated customer complaints in an efficient and timely manner
- Ensure timely and accurate customer and regulator responses that require cross-functional support, additional information, or in-depth work to resolve
- Reviews all sensitive complaints to ensure material is accurate and timely
- Monitors the internal portal daily and for investigates all new complaints and uploads completed responses
- Review and edit all procedures and team training associated with complaint management to ensure compliance
- Ensure timely and accurate customer and regulatory responses that require cross-functional support, additional information, or in-depth work to resolve
- Provides compliant and de-escalation training to vendors and representatives as necessary
- May be required to assist client services during high volume or emergency situations

**Qualification**:

- At least 2 years of relevant experience in Sales Administration/ Customer Service/ Order Fulfillment related position
- Prior working experience in the CS industry will be an added advantage
- Positive attitude with a customer service mindset, ability to work in a team, and positive attitude

**Salary**: ₹18,000.00 - ₹22,000.00 per month

**Benefits**:

- Health insurance
- Paid sick time
- Provident Fund

Schedule:

- Day shift
- Monday to Friday

Ability to commute/relocate:

- Bangalore, Karnataka: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Higher Secondary(12th Pass) (preferred)

**Experience**:

- total work: 1 year (preferred)
- Customer service: 1 year (preferred)

**Language**:

- English (preferred)
- Hindi (preferred)

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