Job Description

We are seeking a dedicated and customer-focused Customer Service Agent to join our team. The primary responsibilities of this role include resolving customer queries and handling escalations efficiently and professionally. The ideal candidate will possess excellent communication skills, a calm and empathetic demeanor, and the ability to work under pressure.Key Responsibilities :1. Customer Query Resolution :- Respond promptly to customer inquiries via phone, email, and chat.- Provide accurate, valid, and complete information to customers.- Diagnose and troubleshoot issues customers are facing.- Follow up to ensure resolution of customer issues.2. Handling Escalations :- Manage and resolve customer complaints and escalations with a focus on customer satisfaction.- Analyze and address customer concerns in a timely and effective manner.- Escalate unresolved issues to the appropriate internal teams as necessary.- Document all customer interactions and escalations in the CRM system.3. Customer Relationship Management :- Build sustainable relationships and trust with customers through open and interactive communication.- Provide feedback on the efficiency of the customer service process.- Suggest improvements and innovations for enhancing customer experience.4. Team Collaboration :- Work collaboratively with other team members to achieve team goals.- Participate in team meetings and training sessions to stay updated on product and service knowledge.Qualifications :1. Education : High school diploma or equivalent; Bachelor\'s degree preferred.2. Experience : Proven customer support experience or experience of atleast 6 Months.3. Skills :- Strong phone contact handling skills and active listening.- Familiarity with CRM systems and practices.- Excellent communication and presentation skills.- Ability to multi-task, prioritize, and manage time effectively.- Problem-solving skills and the ability to think on your feet.- Empathy and patience in handling customer interactions.4. Work Schedule : Flexibility to work in shifts, including weekends and holidays if required.5. Technical Requirements : Basic proficiency in Microsoft Office Suite and familiarity with customer service software.6. Benefits : Competitive salary and benefits package.7. Opportunities for professional growth and development. (ref:updazz.com)

updazz .com