Job Summary

We are seeking a dedicated and empathetic Customer Service Representative to adeptly manage

customer inquiries and grievances. The ideal candidate will exhibit exceptional communication skills,

a customer-centric ethos, and a demonstrated capacity to resolve issues efficiently and

professionally.

Key Responsibilities

• Provide timely, articulate, and qualified responses to customer inquiries via multiple

channels including telephone, email, chat, and face-to-face interactions

• Diagnose and resolve product or service-related issues by discerning the root cause and

proposing optimal solutions

• Maintain meticulous records of customer interactions, transactions, and feedback within

CRM systems

• Escalate unresolved or complex issues to relevant departments or supervisors in a prompt

manner

• Proactively follow up with customers to ensure complete resolution and satisfaction

• Analyze customer feedback to identify recurring issues and collaborate with internal teams

to implement continuous improvements

• Consistently meet or surpass performance benchmarks such as Customer Satisfaction Score

(CSAT), First Contact Resolution (FCR), Average Handling Time (AHT), and responsiveness

• Remain well-informed on product updates, internal processes, and available tools

• Rigorously adhere to organizational policies, compliance standards, and quality assurance

protocols

Required Skills & Qualifications





• High school diploma or equivalent; Bachelors degree is preferred

• Proven experience (1–3 years) in a customer service or client support capacity

• Exemplary communication and interpersonal skills

• Robust analytical and problem-solving abilities with acute attention to detail

• Ability to perform under pressure and manage challenging interactions with professionalism

and tact

• Proficiency with customer service platforms, CRM systems, and Microsoft Office suite

• Willingness and flexibility to work varied shifts including weekends and holidays as necessary

Preferred Qualifications (Optional)

• Industry-specific experience (e.g., e-commerce, telecommunications, financial services)

• Familiarity with ticketing and CRM software such as Zendesk, Freshdesk, or Salesforce

• Multilingual capabilities are advantageous

Key Performance Indicators (KPIs)

KPI Target/Benchmark Weightage (%)

Customer Satisfaction Score (CSAT) 85% 30%

First Contact Resolution (FCR) 75% 25%

Average Handling Time (AHT) 6 minutes 20%

Schedule Adherence 95% 15%

Quality Assurance (QA) Scores 90% 10%

Personal Attributes

• Demonstrates empathy and patience with a strong customer-first orientation

• Proactive and self-motivated with a commitment to excellence

• Adaptable and receptive to constructive feedback

• Collaborative team player with integrity and discretion

Interested candidates can share their resume with

HR Deepak (phone hidden)

📌 Customer Support Executive (New Delhi)
🏢 Lenskart
📍 New Delhi