Customer Service Representative

Overview

The Customer Service Representative will be responsible for managing customer interactions, resolving queries, providing product/service support, and ensuring a smooth customer experience across all communication channels. This role requires excellent communication skills, patience, problem-solving ability, and a customer-first mindset.

Key Responsibilities1. Customer Interaction & Support

• Handle inbound and outbound calls, emails, chats, and customer requests
• Address customer queries, complaints, and service-related issues promptly
• Provide accurate product/service information to customers

2. Problem Resolution

• Identify customer concerns and offer effective solutions
• Coordinate with internal departments (operations, technical, sales, billing) to resolve issues
• Ensure timely closure of customer tickets and escalations

3. Customer Experience Management

• Maintain professionalism and empathy in all interactions
• Ensure high-quality service delivery and customer satisfaction
• Follow communication guidelines and company protocols consistently

4. Documentation & Record Keeping

• Update customer records in CRM tools
• Log complaints, queries, and resolutions accurately
• Prepare daily/weekly service reports as required

5. Follow-Up & Retention

• Conduct follow-up calls to ensure issue resolution and satisfaction
• Build and maintain a positive relationship with customers
• Identify opportunities to improve customer retention and loyalty

Key Skills Required

• Excellent verbal and written communication skills
• Strong listening and problem-solving abilities
• Ability to handle pressure and manage difficult customers
• Good understanding of customer service processes and CRM tools
• Patience, empathy, and a customer-oriented mindset
• Ability to multitask and respond quickly

Qualifications

• Bachelor’s degree in any discipline (preferred but not mandatory)
• 0–2 years of experience in customer service or related field (freshers encouraged)
• Experience in call centers, service desks, or support roles is an added advantage

Performance Indicators (KPIs)

• First Call Resolution (FCR) rate
• Customer satisfaction (CSAT) score
• Response and resolution time
• Number of tickets handled
• Quality assurance (QA) score
• Follow-up accuracy and consistency

Job Type: Full-time

Pay: ₹8,000.00 - ₹15,000.00 per month

Benefits:

• Cell phone reimbursement
• Flexible schedule
• Internet reimbursement
• Paid sick time

Work Location: In person