Department: Customer Service Representative

Project Location(s): Surat

Education: Diploma, College Degree

Job Roles and Responsibilities

- Manage large amounts of incoming calls
- Generate sales leads
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools

- Meet personal/customer service team sales targets and call handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers

Job Specification

Qualification

- Excellent communication and presentation skills




- High school diploma or equivalent; college degree preferred

Experience

- Proven customer support experience
- Track record of over-achieving quota
- Ability to multi-task, prioritize and manage time effectively

Skills

- The Ability to Listen Closely to Customers

- Explicit Verbal Communication
- Data Entry and Basic Computer Skills
- Time Management Skills
- Professionalism
- Flexibility
- Problem solving
- Product knowledge
- Teamwork Skills
- Creativity

KPI (Key Performance Indicators)of Customer Service Representative

- Average %of Calls Blocked
- Average % Time in Queue
- Average % Abandonment Rate
- Average % Service Level
- Average% Speed of Answer
- Average % Handle Time
- Average % after Call Work Time
- Average % First Call Resolution
- Average % Customer Satisfaction

📌 Customer Service Representative (India)
🏢 GHMC
📍 India