Customer Service Representative

3 days ago

Andheri Mumbai Maharashtra, India Plixlife Full time

**Customer Support Specialist responsibilities include**:

- Resolving customer queries
- Recommending solutions and Taking responsibility and going the extra mile to deliver customer happiness

**General Responsibilities**:

- Identify customer’s needs and queries and provide accurate and apt resolution in the target time
- Inform the customers about the product features and USPs.
- Fill in the required internal forms to enable other teams to take necessary action
- Update the CRM with the necessary details as per the conversation with the customer
- Follow up with multiple departments to deliver the commitments / time lines given to the customer
- Maintain the C-Sat score of the process

**Position Specific responsibilities**:

- Rostered for 9 hours, expected to be online 8 hours; 6 days a week, with one rotational week off
- Respond to and resolve for customer service issues with the highest quality and as per the metrics put in place
- Listen to and implement feedback to improve on metrics
- Provide process improvement feedback to team leaders and managers, so that we can do the best for the customer
- Ability to work from office
- Comfortable with using laptop and online tools
- Flexibility in being rostered in shifts
- Previous experience in a customer support role - Chats platform at least 6 months-1 year
- Familiarity with CRM systems and practices, customer focus and adaptability to different personality types

**Languages**: English, Hindi, Marathi

**Key Metrics Tracked**

**Discipline**: Attendance, Timely logins

**Productivity**: Number of chats handled, resolution time

**Quality**: CSAT, Quality score

**Job Types**: Full-time, Permanent

Pay: ₹12,000.00 - ₹28,000.00 per month

**Benefits**:

- Food provided
- Provident Fund

Schedule:

- Day shift
- Morning shift

Supplemental Pay:

- Overtime pay
- Yearly bonus

**Education**:

- Higher Secondary(12th Pass) (preferred)

**Experience**:

- Customer service: 1 year (preferred)

**Language**:

- English (preferred)
- Hindi (preferred)

Work Location: In person

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