Customer Service Representative

Job Description: Customer Service Representative (Voice Process - Domestic)About the Role

We are seeking enthusiastic and articulate individuals to join the MNC team as Customer Service Representatives for our Voice Process (Domestic) operations. The primary responsibility is to handle inbound and/or outbound calls professionally, address customer inquiries, and provide effective resolutions, ensuring a high level of customer satisfaction within the Indian market.

Key Responsibilities

• Customer Interaction: Professionally handle a high volume of inbound and/or outbound customer calls regarding products, services, billing, and technical support (depending on the specific process).
• Query Resolution: Actively listen to customers, understand their needs, and provide accurate, timely, and complete information and solutions.
• Documentation: Accurately log, track, and manage customer interactions and resolutions using the designated CRM or internal systems.
• Adherence to Standards: Maintain quality call standards and adhere to company policies, procedures, and script guidelines while ensuring compliance with data privacy (e.g., PII) and security regulations.
• Feedback & Improvement: Identify customer pain points and provide feedback to team leads/management to help improve service delivery and product/process.
• Team Collaboration: Work effectively as part of a team to achieve daily, weekly, and monthly targets (e.g., Average Handling Time, First Call Resolution, Customer Satisfaction Score).

Required Qualifications & Skills

• Education: HSC (Higher Secondary Certificate) / 10+2 / Intermediate or equivalent pass is Mandatory.
• Language: Excellent proficiency in Hindi and English (both verbal and written communication) is required for domestic calling processes. Additional regional language skills are a plus.
• Communication Skills: Strong verbal communication skills with a clear, pleasant, and professional speaking voice.
• Customer Focus: A strong commitment to customer satisfaction and the ability to maintain composure under pressure.
• Technical Aptitude: Basic knowledge of computers and the ability to navigate multiple systems and applications simultaneously.
• Availability: Willingness to work in a 24x7 environment, which may include rotational shifts (day/night) and working on weekends and public holidays

Job Types: Full-time, Permanent, Fresher

Pay: ₹12,500.00 - ₹21,000.00 per month

Benefits:

• Provident Fund

Work Location: In person