Customer Service Representative

Customer Service Representative

Job Title: Customer Service Representative
Department: Customer Service / Operations
Employment Type: Full-Time
Location: Hyderabad
Reports To: Customer Service Manager / Team Leader

Job Summary

We are looking for a friendly, professional, and customer-focused Customer Service Representative to handle customer inquiries, resolve complaints, provide product/service information, and ensure a positive customer experience. The ideal candidate should have excellent communication skills, patience, and the ability to handle customers professionally.

Key Responsibilities

• Respond to customer inquiries through phone, email, chat, and other communication channels.
• Understand customer needs and provide accurate information and solutions.
• Handle customer complaints and resolve issues promptly and professionally.
• Process customer orders, requests, returns, and service-related queries.
• Maintain accurate customer records and update information in the CRM/system.
• Follow up with customers to ensure issues are resolved and satisfaction is maintained.
• Coordinate with internal teams to resolve customer-related issues.
• Meet customer service quality, productivity, and response-time targets.
• Maintain a professional and positive attitude while dealing with customers.
• Follow company policies, procedures, and service standards.
• Prepare reports and maintain records of customer interactions when required.

Required Skills & Qualifications

• Bachelor's degree or equivalent qualification preferred.
• 0–3 years of experience in customer service, call center, retail, or a related field.
• Excellent verbal and written communication skills.
• Strong listening, problem-solving, and interpersonal skills.
• Good knowledge of MS Office and basic computer applications.
• Ability to handle difficult customers calmly and professionally.
• Strong attention to detail and ability to multitask.
• Good command of English; knowledge of additional regional languages is an advantage.

Key Competencies

• Customer-focused attitude
• Communication skills
• Problem-solving
• Patience and empathy
• Teamwork
• Time management
• Adaptability
• Conflict resolution

Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Average Response/Handling Time
• Customer Complaint Resolution Rate
• Quality Score
• Attendance and Productivity
• Customer Retention/Service Feedback

Working Conditions

The role may involve working in shifts, including weekends or holidays, depending on business requirements. The representative should be comfortable handling a high volume of customer interactions.

Pay: ₹10,522.81 - ₹20,000.00 per month

Work Location: In person