Customer Service Representative

Customer Service Representative (Telecaller)

Responsibilities

• Customer Interaction:
• Respond promptly and professionally to customer inquiries via phone calls .
• Provide accurate, complete, and up-to-date information regarding products, services, policies, and procedures.
• Listen actively to understand customer needs and concerns, showing empathy and patience .
• Issue Resolution:
• Efficiently diagnose and resolve customer complaints and issues, striving for first-call resolution whenever possible.
• Escalate complex or unresolved issues to the appropriate department or supervisor.
• Follow up with customers to ensure their issues have been fully resolved to their satisfaction.
• Record Keeping:
• Accurately document all customer interactions, inquiries, and resolutions in the CRM system or designated customer support tools.
• Update customer records with relevant information.
• Product/Service Knowledge:
• Maintain a thorough understanding of all company products, services, pricing, and promotions.
• Stay informed about any updates, changes, or new offerings.
• Compliance Quality:
• Adhere to all company guidelines, call scripts (if applicable), and quality standards for customer interactions.
• Ensure compliance with data privacy regulations and maintain customer confidentiality.
• Feedback Improvement:
• Collect customer feedback and contribute to identifying recurring issues or areas for process and service improvement.
• Collaborate with team members and supervisors to share best practices.