Job Description

Job Summary:

The Customer Service Representative (CSR) is responsible for providing excellent customer support by addressing inquiries, resolving complaints, and offering information about products or services. The CSR interacts with customers through various communication channels, including phone, email, and live chat, to ensure customer satisfaction and build positive relationships with clients.

Experience: 2-4 years

Location: Mumbai

Key Responsibilities:

• Customer Interaction:
• Respond promptly and professionally to customer inquiries via phone, email, chat, or social media.
• Provide information about products, services, and policies, ensuring customers have accurate and up-to-date information.
• Handle and resolve customer complaints or issues, escalating complex problems to a supervisor when necessary.
• Issue Resolution:
• Troubleshoot and resolve product or service issues by clarifying the customer's complaint, determining the cause, and offering the best solution.
• Coordinate with other departments (e.g., technical support, billing, sales) to resolve issues efficiently.
• Follow up with customers to ensure their issues have been satisfactorily resolved.
• Order Processing:
• Assist customers with placing orders, tracking shipments, processing returns, and handling exchanges.
• Provide order status updates and shipping information as needed.
• Process customer requests accurately and ensure all transactions are logged in the system.
• Customer Relationship Management:
• Maintain a positive and professional relationship with customers, understanding their needs and ensuring a seamless service experience.
• Log all customer interactions, feedback, and issues in the CRM system for future reference.
• Work to improve customer retention by consistently offering excellent service and addressing concerns proactively.
• Sales Support:
• Identify and promote upsell or cross-sell opportunities during customer interactions.
• Assist the sales team with customer inquiries about product features, pricing, or availability.
• Collaborate with the sales department to ensure a smooth handoff between customer service and sales.
• Product Knowledge and Training:
• Stay updated on the company's products, services, and policies to provide accurate information to customers.
• Attend training sessions to improve product knowledge and customer service skills.
• Provide feedback to management about recurring customer issues or suggestions for improving service.
• Reporting and Documentation:
• Prepare and submit regular reports on customer service activities, feedback, and issue resolution rates.
• Document all interactions and maintain detailed records of customer inquiries, issues, and resolutions.
• Collaboration:
• Work closely with internal teams, including sales, marketing, and technical support, to ensure customer needs are met.
• Share customer insights and feedback with relevant departments to improve overall customer satisfaction.

Qualifications:

• High school diploma or equivalent (Bachelor's degree preferred).
• 1-2 years of experience in customer service or a similar role.
• Excellent verbal and written communication skills.
• Proficiency in customer service software and CRM systems (e.g., Zendesk, Salesforce).
• Strong problem-solving skills and ability to manage difficult situations professionally.

Preferred Skills:

Job Type: Full-time

Pay: ?20,000.00 - ?40,000.00 per month

Schedule:

• Day shift

Experience:

• Customer service: 2 years (Preferred)

Language:

• English (Preferred)

Work Location: In person