Customer Service Agent

2 days ago

Mumbai Maharashtra, India GRATITUDE INC. Full time

**Job Title: Customer Service Agent**

**Location**: Thane
**Shift**: Rotating Shifts (Weekend and evening work required)
**Notice Period**: 0-30 Days Only

**Job Overview**:
**Key Responsibilities**:

- **Product and Service Support**: Explain the company’s features, products, and services to customers and assist with service modifications and billing adjustments.
- **Problem Resolution**: Troubleshoot and resolve customer service issues, escalating cases when necessary.
- **Trouble Ticket Management**: Open, track, and follow up on trouble tickets for service disruptions, ensuring timely resolution and keeping customers updated on the status.
- **Customer Coordination**: Collaborate with the on-ground team to coordinate customer premise visits when needed.
- **Escalation Procedures**: Address customer complaints per company policies and escalate to appropriate departments when necessary.
- **General Inquiries**: Respond to general customer inquiries and ensure that calls not related to services are redirected to the proper channels.

**Key Skills & Qualifications**:

- **Educational Requirements**: Bachelor’s degree.
- **Experience**: 0-2 years of experience in a **BPO Voice Process** or **Blended Process** environment, ideally in an **International BPO** setting.
- **Customer Service Expertise**: Solid understanding of customer service practices, principles, and best practices.
- **Communication Skills**: Excellent verbal and written communication skills with professional phone etiquette.
- **Problem Solving**: Strong conflict resolution and active listening abilities to handle customer concerns effectively.
- **Typing & Data Entry**: Strong typing skills and attention to detail when entering data into systems.
- **Team Player**: Ability to cooperate and collaborate with others to meet team and company goals.
- **Stress Management**: Ability to handle difficult and stressful situations with composure.
- **Availability**: Willingness to work rotating shifts, including evenings and weekends as part of the operational schedule.

**Job Types**: Part-time, Fresher, Freelance

**Benefits**:

- Work from home

Supplemental Pay:

- Performance bonus

Application Question(s):

- Can you join immediately?
- Do you have experience of 0-2 years of experience in a BPO Voice Process or Blended Process environment, ideally in an International BPO setting?

**Language**:

- English (required)

**Location**:

- Mumbai, Maharashtra (required)

Work Location: Remote

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