Customer Service Assistant

A Customer Service Assistant is a vital frontline professional who interacts directly with customers to provide assistance, address inquiries, resolve complaints, and ensure a positive customer experience. This role supports the overall customer service efforts of a company by facilitating smooth communication between customers and the business.

1. Key Responsibilities

• Responding to Customer Inquiries:
• Handle questions related to products, services, pricing, policies via multiple channels such as phone, email, live chat, or social media.
• Provide accurate, clear, and timely information to customers.
• Issue Resolution:
• Address and resolve complaints, service disruptions, billing issues, and technical problems promptly.
• Escalate complex or unresolved issues to appropriate departments.
• Order Processing:
• Take and process customer orders, track shipments, and update customers on order status.
• Manage returns, exchanges, and refunds following company policies.
• Record Keeping and Documentation:
• Maintain detailed and accurate records of customer interactions using CRM (Customer Relationship Management) systems.
• Log complaints, feedback, and resolutions to support process improvements.
• Providing Feedback:
• Collect customer feedback and communicate insights to management or relevant teams.
• Assist in identifying trends and suggesting improvements to customer service.
• Supporting Sales Efforts:
• Identify opportunities to upsell or cross-sell products and services that suit customer needs.
• Collaboration:
• Work closely with technical support, marketing, and sales teams to provide comprehensive solutions.
• Support continuous improvement initiatives in customer service operations.

2. Required Skills and Qualifications

• Communication:
• Excellent verbal and written communication skills.
• Active listening to understand customer needs effectively.
• Problem-Solving:
• Ability to quickly analyze situations and provide appropriate solutions.
• Patient and empathetic when dealing with frustrated customers.
• Technical Proficiency:
• Comfortable using CRM software (e.g., Salesforce, Zendesk, HubSpot).
• Familiarity with help desk tools, live chat platforms, email management, and basic office software (Microsoft Office, Google Workspace).
• Multitasking and Time Management:
• Handle multiple customer interactions and administrative tasks simultaneously.
• Attention to Detail:
• Ensure accuracy in order processing and record keeping.

Job Types: Full-time, Permanent

Pay: ₹15,086.00 - ₹20,767.24 per month

Benefits:

• Cell phone reimbursement

Language:

• English (Preferred)
• Hindi (Preferred)

Work Location: In person