Customer Service Representative

2 days ago

Chandigarh, India Kalp Solutions Full time

**Position Overview**:
We are seeking a highly motivated and customer-oriented individual to join our team as a Customer Service Executive in our international BPO (Business Process Outsourcing) company. As a Customer Service Executive, you will be responsible for delivering exceptional customer service experiences to our global clientele. This role requires excellent communication skills, a strong problem-solving ability, and the capability to handle customer inquiries and resolve issues effectively.

**Responsibilities**:
Handle Customer Inquiries: Listen attentively to customer inquiries, understanding their needs, and providing accurate information about products, services, policies, and procedures.
Troubleshoot and Resolve Issues: Address customer complaints, issues, and disputes with patience, empathy, and efficiency, aiming to achieve a satisfactory resolution for the customer and the company.
Maintain Customer Records: Accurately record customer interactions, transactions, and details of inquiries in the customer relationship management (CRM) system, ensuring that all information is up to date and accessible to the relevant teams.
Collaborate with Cross-functional Teams: Liaise with internal teams, such as sales, billing, and technical support, to gather information and provide appropriate solutions to customer inquiries and concerns.
Product Knowledge: Maintain a comprehensive understanding of our products, services, and promotions to effectively address customer queries and provide suitable recommendations.
Upselling and Cross-selling: Identify opportunities to promote additional products or services to customers based on their needs and preferences, aiming to maximize sales and customer satisfaction.
Quality Assurance: Adhere to company guidelines, policies, and standards to ensure consistent and high-quality customer service delivery.
Continuous Improvement: Contribute to the improvement of customer service processes and procedures by providing feedback and suggestions based on customer interactions and experiences.

**Requirements**:
Education: Undergraduate or Graduate
Experience: 0 - 3 years International BPO voice experience
Language Skills: Excellent verbal and written communication skills in English are essential. Proficiency in any additional languages is a plus.
Customer Focus: A strong passion for delivering exceptional customer service and ensuring customer satisfaction.
Problem-solving Abilities: Demonstrated ability to think critically, analyze situations, and provide effective solutions to customer issues.
Empathy and Patience: Ability to empathize with customers’ concerns and handle difficult or irate customers with composure and professionalism.
Multi-tasking: Capacity to manage multiple customer interactions simultaneously while maintaining attention to detail and accuracy.
Technical Proficiency: Comfortable using computer systems, CRM software, and other customer service tools.
Flexibility: Willingness to work in shifts, including evenings, weekends, and holidays, to provide round-the-clock customer support.
Team Player: Ability to collaborate effectively with colleagues and contribute positively to a team-oriented work environment.

**Job Category**:International BPO**Job Type**:Full Time**Job Location**:Chandigargh Gurgaon Jaipur Mohali Noida

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