Customer Service Representative

Responsibilities

• Manage customers orders (Outbound) calls booked by the sales team and assess customers needs to achieve satisfaction and give customers given with proper information about the product and ensure they are happily onboarded into the system with NPS.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, effective, and complete information using appropriate methods and tools within the time limits.
• Ensure follow-up to resolve assigned customer callback requests within the specified TAT.
• Ensure customer ads are accurately updated in Sulekha and all required platforms with 100% quality adherence.
• Keep clear records of customer interactions and files/documents in the CRM.
• Contributes to team effort by accomplishing related results as needed.
• Onboarding the customers by explaining the product and process. (Welcome/ Activation call)
• Ensure to collect positive ratings from customers based on the onboarding experience.
• Derive an outline of a problem to ensure that they are permanently fixed either via process or system.
  

Requirements

• Fresher or 3+ years experience in customer service operations with a manageable language.
• Product knowledge, quality focus, problem solving, documentation skills, phone skills, listening, resolving conflict, and analyzing information.
• Must have basic functionalities of MS Excel and Word, and customer management tools.
• Should handle both Inbound and outbound calls.
  

Personal Requirement

• Possesses strong interpersonal skills, including active listening with patience.
• The capacity to remain calm under intense pressure, especially when dealing with angry customers, is well-presented, tactful, and polite.
• Familiarity with CRM systems and practices.
• Ambitious and flexible.