Customer Service Associate in Mumbai

Key Responsibilities

• Customer assistance: Handle customer queries, requests, and concerns via phone, email, chat, or any other support channels.
• Issue resolution: Troubleshoot and resolve technical issues or concerns efficiently, escalating to higher-level support teams when necessary.
• Documentation: Maintain accurate records of customer interactions, including inquiries, comments, and resolutions, using the CRM system.
• Product knowledge: Stay up-to-date with company products, services, and policies to provide accurate information to customers.
• Escalations: Identify and escalate unresolved or critical issues to the appropriate department or supervisor.
• Follow-up: Ensure timely follow-ups with customers to ensure that their issues have been fully resolved.
• Feedback collection: Gather customer feedback and report common issues or concerns to management to help improve processes and services.
• Team collaboration: Work closely with other teams (e.g., technical support, and sales) to ensure smooth customer experiences.