Customer Service Representative

1 week ago

Kurla Mumbai Maharashtra, India Aastral International Full time ₹ 3,00,000 per year

Experience Required:

  • Customer Support Executive: 0–2 years
  • Team Lead: 4–6 years (with team management experience)

Key Skills & Requirements:

  • Empathy: Understand and address customer concerns with patience and care.
  • Product Knowledge: Deep understanding of our product/services to offer effective support.
  • Problem-Solving: Quickly identify issues and provide timely resolutions.
  • Project Management: Manage multiple tasks and customer accounts efficiently.
  • Analytical Thinking: Use data and key metrics to drive decisions and demonstrate value.
  • Team Management: (For Team Lead only) Proven experience in managing a team of 5–10 people.

What You'll Do:

  • Customer Onboarding: Guide new customers through the setup process to ensure a smooth and positive start.
  • Customer Engagement: Maintain regular communication to understand client needs, address concerns, and share updates about new features and enhancements.
  • Renewals & Retention: Proactively manage customer renewals, showcase product value, and reduce churn.
  • Customer Advocacy & Feedback Loop: Represent the voice of the customer internally by sharing feedback with the product and marketing teams.
  • Upselling & Cross-Selling: Identify and recommend suitable add-on features or services to maximize customer value.
  • Metrics & Reporting: Track and report on key success metrics like CSAT, NPS, churn rate, and product usage to ensure a measurable impact on customer satisfaction.
  • Issue Resolution: Resolve escalations quickly while maintaining strong, positive customer relationships.

Ideal Candidate Profile:

  • Strong interpersonal and communication skills
  • Self-driven with a customer-first mindset
  • Comfortable working in a fast-paced environment
  • (For Team Leads) Experience mentoring and coaching a small team

Job Type: Full-time

Pay: Up to ₹30,000.00 per month

Benefits:

  • Provident Fund

Education:

  • Bachelor's (Required)

Work Location: In person

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