Customer Service Representative

5 hours ago

Mohali Punjab, India Commqui Technologies pvt ltd Full time

Job Title: Customer Service Representative

Job Summary:
We are seeking a highly skilled and motivated Customer Service Representative to join our team. As a Customer Service Representative, you will be responsible for providing exceptional customer service to our clients, responding to their inquiries, resolving their issues, and ensuring their satisfaction with our products or services.

Key Responsibilities:
2. Resolve Customer Issues: Resolve customer complaints and issues in a fair and timely manner, escalating complex issues to senior team members or management as needed.

3. Provide Product/Service Information: Provide accurate and detailed information about our products or services, including features, benefits, and pricing.

4. Process Customer Orders: Process customer orders, including handling payments, tracking shipments, and resolving order-related issues.

5. Maintain Customer Records: Maintain accurate and up-to-date customer records, including contact information, order history, and issue resolution.

6. Collaborate with Internal Teams: Collaborate with internal teams, including sales, marketing, and product development, to resolve customer issues and improve customer satisfaction.

7. Identify and Report Trends: Identify and report trends and patterns in customer inquiries and issues, providing insights to improve customer satisfaction and business operations.

Performance Metrics:
1. First Contact Resolution (FCR): Achieve an FCR rate of 80% or higher.

2. Customer Satisfaction (CSAT): Achieve a CSAT score of 90% or higher.

3. Average Handling Time (AHT): Maintain an AHT of 10 minutes or less.

4. Customer Retention: Contribute to a customer retention rate of 95% or higher.

Skills and Qualifications:
1. Excellent Communication Skills: Excellent verbal and written communication skills, with the ability to articulate complex ideas and negotiate effectively.

2. Customer Service Experience: 1+ year of experience in a customer-facing role, preferably in a contact center or customer service environment.

3. Product/Service Knowledge: Strong knowledge of our products or services, including features, benefits, and pricing.

4. Problem-Solving Skills: Strong analytical and problem-solving skills, with the ability to think critically and creatively.

5. Technical Skills: Proficiency in CRM software, Microsoft Office, and other productivity tools.

**Education**:
1. High School Diploma: High school diploma or equivalent required.

2. Bachelor's Degree: Bachelor's degree in Business Administration, Communications, or a related field preferred.

What We Offer:
1. Competitive Salary: Competitive salary and benefits package.

2. Career Growth: Opportunities for career growth and professional development.

3. Dynamic Work Environment: Dynamic and supportive work environment with a team of professionals.

**Job Type**: Permanent

Pay: ₹16,000.00 per month

Schedule:

- Day shift
- Fixed shift

Supplemental Pay:

- Commission pay
- Overtime pay
- Performance bonus
- Yearly bonus

**Education**:

- Higher Secondary(12th Pass) (preferred)

**Language**:

- English (preferred)
- Hindi (preferred)

Work Location: In person

Expected Start Date: 27/01/2025

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