Customer Service Representative

Job Title: Customer Service Representative

Location: Gandhinagar, Gujarat, India (Work from Office)

Department: Record Retrieval

Shift Timing: US Shift (8 PM IST - 5:30 AM IST)

Job Description:

Customer care representatives assume responsibility for the client’s issue and serve as the sole point of contact for all the questions regarding the troubleshooting process. This includes providing the client with information on the anticipated time of resolution to regularly provide updates on the status of the task. Additionally, they take note of any feedback from the customer that could improve their experience and pass it along to the appropriate team for organization execution. Additional responsibilities of a customer care representative include the following:

Key Responsibilities:

• Escalate complaints to the appropriate internal teams and if the issue goes outside their immediate area of responsibility
• Establish long-lasting, trusting connections by communicating professionally and empathetically with the clients
• Use the appropriate methods and tools to provide information that is accurate, comprehensive, and thorough
• Meet call handling quotas and individual and team sales targets
• Gather and analyze client data to identify possible products or services to recommend to management
• Provide appropriate solutions and substitutes within the timeframes specified, and follow up to ensure resolution
• Maintain client interaction logs, handle customer accounts, and file paperwork as and when necessary
• Follow communication protocols, rules, and policies

Preferred Skills:

• Effective communication skills
• Knowledge of CRM systems and procedures
• Customer-focused attitude and the capacity to adjust to and handle various personalities
• Excellent presentation and communication abilities
• Possess a proactive strategy for assistance
• The capacity to adhere to deadlines
• Product knowledge
• Time management skills

Competencies:

• Maximize your Interactive Ness
• Collect the maximum of Feedback
• Create a Good Exposure
• Build Inclusiveness
• Be the Top of Mind in Communication
• Have Transparency
• Always Do More than Expected

Required Qualifications:

• Bachelor’s degree.
• Strong written and verbal communication skills.
• Excellent organization and multitasking abilities.
• Proficiency with MS Office.
• Should not be pursuing Education
• Should have call center experience