customer Support
4 days ago
Key Roles and Responsibilities:
1. Customer Interaction and Communication
- Handle inbound and outbound customer calls, emails, and chats in a courteous and professional manner.
- Listen actively to customer concerns, demonstrate empathy, and ensure timely resolution.
- Maintain a positive and professional tone across all customer interactions.
2. Query Resolution and Complaint Handling
- Understand customer needs and provide accurate information or suitable solutions.
- Record, track, and follow up on customer complaints to ensure closure within defined timelines.
- Escalate complex issues to higher authorities or relevant departments where necessary.
- Ensure that all customer queries are resolved in compliance with company policies.
3. Product and Service Knowledge
- Acquire and maintain in-depth knowledge of company products, services, processes, and policies.
- Provide customers with accurate information, guidance, and product usage support.
- Stay updated with product changes, new launches, and promotional activities.
4. Documentation and Reporting
- Maintain detailed and accurate records of customer interactions in the CRM or ticketing system.
- Prepare periodic reports on customer feedback, common issues, and service metrics.
- Ensure confidentiality and data protection in handling customer information.
5. Performance and Quality Management
- Achieve individual and team performance targets including response time, resolution rate, and customer satisfaction scores.
- Adhere to quality standards, communication scripts, and service protocols.
- Participate in ongoing training and development programs to enhance product knowledge and service skills.
6. Team Coordination and Collaboration
- Coordinate with internal departments such as Sales, Technical Support, and Logistics to ensure smooth resolution of customer issues.
- Provide feedback and insights from customer interactions to improve products and processes.
- Support team members in achieving collective goals and maintaining a positive work environment.
7. Customer Relationship Management
- Build and maintain long-term relationships with customers through consistent service excellence.
- Promote customer loyalty by ensuring a positive experience at every touchpoint.
- Collect and report customer feedback to aid continuous improvement initiatives.
Job Type: Full-time
Pay: Up to ₹25,000.00 per month
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
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