Customer Service Agent

Quantanite

2 - 7 years

2 - 4 Lacs

mumbai

Posted:1 day ago| Platform:

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Skills Required

bpo freshdesk escalations rotational shifts fluent english inbound calls order management inbound customer service bpo backoffice process improvement cross selling zendesk chat salesforce service cloud typing computer knowledge communication skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

Handle inbound calls and chats, diagnose customer needs, and resolve issues on first contact where possible.
Log accurate case notes in the CRM and follow defined workflows (escalations, refunds, order management).
Meet individual KPIs: AHT targets, Quality Score 85%, First Contact Resolution (FCR) goals, and adherence.
Use knowledge base and cross-sell/up-sell where appropriate and permitted.
Contribute to team huddles, share process improvement ideas, and complete required training / assessments.
Maintain data privacy and comply with company policies and client SLAs.

Required Qualifications & Skills

Fluent English (spoken & written) C1 level or equivalent.
Minimum 2 year of inbound BPO or customer-facing experience (phone/chat/email).
Comfortable using web-based CRMs (Zendesk, Freshdesk, Salesforce Service Cloud or similar).
Basic computer literacy (Windows/Mac, MS Office, typing 35+ WPM).
Strong communication and empathy; ability to de-escalate frustrated customers.
Availability for rotational shifts and weekend cover when required.
Right to work in the country / valid work permit where applicable.

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