Customer Service Executive

Position Details
Job title Customer Service Agent
Position code SM/002
Location Kolkata
Domain Operations

Experience
Experience Level 4+ year of experience in customer service support

Education and Certification Must Desired

Bachelor's degree in any field X

Job Requirements - Customer Service skills Must To learn Desired

Strong problem-solving and critical thinking abilities. X
Ability to learn and retain product and service knowledge quickly and X accurately.
Proficiency in using CRM systems and other relevant software. X
Positive and patient attitude with a strong emphasis on customer service. X
Excellent time management and organisational skills. X
The ability to work independently and as part of a team. X
Previous experience in an outbound customer service role. X

Job Requirements - Social skills
- Excellent communication and interpersonal skills, with a focus on active listening and empathy.
- Must be fluent with English,Hindi & Bengali language.

Roles and Responsibilities
The Customer Service Agent plays a crucial role in proactively engaging with our customers, building relationships, and exceeding their expectations. You will be responsible for making outbound/receiving inbound calls to address customer inquiries, concerns, and opportunities, with a focus on delivering exceptional service and driving positive outcomes.
- Outbound/Inbound calls: Proactively reach out/answer calls for customers based on specific campaigns or triggers, such as welcome calls, product updates, appointment reminders, Lead generation or account reviews.
- Identify customer needs: Actively listen to customer concerns, ask insightful questions, and accurately assess their needs and preferences.
- Provide solutions and support: Offer helpful information, troubleshoot problems, and recommend solutions based on your knowledge of company products, services, and policies.
- Upsell and cross-sell: Identify opportunities to introduce additional products and services that enhance the customer experience and generate revenue.
- Collect feedback: Gather customer feedback on their experience and use it to improve internal processes and service offerings.
- Maintain accurate records: Document all customer interactions in a timely and accurate manner using a CRM system or in a shared document.
- Adhere to company policies and procedures: Ensure compliance with all relevant regulations and company guidelines.
- Meet call metrics and performance goals: Strive to achieve established call volume, call duration, and customer satisfaction targets.

Company Profile

CIFDAQ is an enterprise blockchain company that delivers Development, privacy, security, interoperability, and scalability to customers. CIFDAQ will develop a full Blockchain ecosystem which is powered by Artificial
Intelligence. CIFDAQ offers to create a new paradigm of scalable and smart blockchain based systems.

Through its ecosystem, CIFDAQ will connect everything that will be required to scale up the blockchain industry, including the legal and technical framework, standards & interoperability and a diverse representative mix of individuals and institutions in the crypto & blockchain industry.

We are looking for highly capable team members to be part of the organisation to design, implement, and distribute a secure blockchain-based network.

**You can read more about us at**:
**Job Types**: Full-time, Permanent

**Salary**: ₹9,064.45 - ₹31,268.09 per month

Schedule:

- Rotational shift

**Education**:

- Bachelor's (preferred)

**Experience**:

- total work: 3 years (preferred)
- Customer service: 3 years (preferred)

**Language**:

- English (preferred)
- Hindi (preferred)

Ability to Commute:

- New Town, Kolkata, West Bengal (required)

Ability to Relocate:

- New Town, Kolkata, West Bengal: Relocate before starting work (required)

Work Location: In person