Customer Service Representative

4 days ago

Abhyankar Nagar Nagpur Maharashtra, India b45bf909-6fa1-4a00-a471-5a3475d68046 Full time ₹ 1,80,000 - ₹ 2,00,000 per year

Overview

The Customer Service Representative will be responsible for managing customer interactions, resolving queries, providing product/service support, and ensuring a smooth customer experience across all communication channels. This role requires excellent communication skills, patience, problem-solving ability, and a customer-first mindset.

Key Responsibilities1. Customer Interaction & Support

  • Handle inbound and outbound calls, emails, chats, and customer requests
  • Address customer queries, complaints, and service-related issues promptly
  • Provide accurate product/service information to customers

2. Problem Resolution

  • Identify customer concerns and offer effective solutions
  • Coordinate with internal departments (operations, technical, sales, billing) to resolve issues
  • Ensure timely closure of customer tickets and escalations

3. Customer Experience Management

  • Maintain professionalism and empathy in all interactions
  • Ensure high-quality service delivery and customer satisfaction
  • Follow communication guidelines and company protocols consistently

4. Documentation & Record Keeping

  • Update customer records in CRM tools
  • Log complaints, queries, and resolutions accurately
  • Prepare daily/weekly service reports as required

5. Follow-Up & Retention

  • Conduct follow-up calls to ensure issue resolution and satisfaction
  • Build and maintain a positive relationship with customers
  • Identify opportunities to improve customer retention and loyalty

Key Skills Required

  • Excellent verbal and written communication skills
  • Strong listening and problem-solving abilities
  • Ability to handle pressure and manage difficult customers
  • Good understanding of customer service processes and CRM tools
  • Patience, empathy, and a customer-oriented mindset
  • Ability to multitask and respond quickly

Qualifications

  • Bachelor's degree in any discipline (preferred but not mandatory)
  • 0–2 years of experience in customer service or related field (freshers encouraged)
  • Experience in call centers, service desks, or support roles is an added advantage

Performance Indicators (KPIs)

  • First Call Resolution (FCR) rate
  • Customer satisfaction (CSAT) score
  • Response and resolution time
  • Number of tickets handled
  • Quality assurance (QA) score
  • Follow-up accuracy and consistency

Job Type: Full-time

Pay: ₹8, ₹15,000.00 per month

Benefits:

  • Cell phone reimbursement
  • Flexible schedule
  • Internet reimbursement
  • Paid sick time

Work Location: In person

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