Customer Service Executive

2 days ago

Navi Mumbai, Maharashtra, India Parag Milk Foods Full time ₹ 5,00,000 - ₹ 8,00,000 per year

Job Title: Customer Service Executive (Inbound Calls)/ Chat Process

Department: Customer Service

Reporting To: Team Lead

Responsibilities:

  • Answering inbound calls: Addressing customer inquiries, providing information, and resolving problems.
  • Assisting with customer queries: Answering questions, providing directions, and resolving potential issues.
  • Handling customer complaints: Listening to concerns, understanding issues, and finding appropriate solutions.
  • Taking and processing orders: Facilitating purchases, entering information, and ensuring accuracy.
  • Escalating issues: When necessary, transferring calls to other departments for specialized assistance.
  • Maintaining product knowledge: Staying informed about products and services to provide accurate information to customers.
  • Adhering to call scripts and guidelines: Following established procedures to ensure consistent and professional interactions.
  • Documenting interactions: Recording call details, resolutions, and customer information for follow-up and analysis.
  • Meeting performance metrics: Meeting targets for call resolution, customer satisfaction, and other relevant metrics.

Required Skills:

  • Excellent communication skills: Clear, concise, and effective verbal communication is essential.
  • Active listening: Paying close attention to customer concerns and needs.
  • Problem-solving skills: Identifying and resolving issues effectively.
  • Empathy and patience: Understanding and responding to customer emotions with patience and understanding.
  • Adaptability: Adjusting to different customer personalities and situations.
  • Product knowledge: Familiarity with the company's products or services.
  • Customer service mindset: Focusing on providing excellent service and building positive relationships with customers.
  • Proficiency in using call center software and systems: Familiarity with CRM and other related tools.
  • Basic computer skills: Navigating computer systems and entering information accurately.

Additional Notes:

  • In some roles, inbound agents may also be responsible for sales, upselling products or services, and recording leads.
  • Call center agents often work in a fast-paced environment with high call volumes.
  • The specific duties and responsibilities of an inbound agent may vary depending on the company and industry.

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