Job Description
Key Responsibilities:
Customer Interaction:
- Answer inbound calls from customers in a professional and courteous manner.
- Resolve customer queries and issues related to [products/services offered by the company].
- Provide accurate, valid, and complete information by using the right methods/tools.
- Identify and assess customers needs to achieve satisfaction.
- Handle complaints, provide appropriate solutions, and follow up to ensure resolution.
Service Quality:
- Ensure high customer satisfaction by providing timely and effective support.
- Maintain a positive and empathetic attitude with every customer interaction.
- Achieve and maintain KPIs (Key Performance Indicators) such as call resolution time, customer satisfaction score, etc.
Documentation & Reporting:
- Document customer interactions accurately in the CRM or relevant system.
- Keep records of customer interactions, process customer accounts, and file documents.
- Report recurring customer issues or feedback to the relevant teams for continuous improvement.
Collaboration & Teamwork:
- Work closely with other team members to ensure smooth and efficient customer service operations.
- Participate in team meetings and training sessions to improve individual and team performance.
- Assist in training new team members and share best practices.
Product/Service Knowledge:
- Keep up to date with product/service knowledge and updates.
- Stay informed about any changes to policies, procedures, and systems that affect customer service delivery.
Qualifications:
- Education:
- Minimum of a high school diploma or equivalent.
- A Bachelor's degree (preferred but not mandatory).
- Experience:
- Prior experience in a voice-based customer service role is an advantage, but freshers are also welcome.
- Experience in handling customer queries in a call center workplace (preferred).
- Skills:
- Excellent communication skills (both verbal and written).
- Active listening skills with the ability to under
📌 Customer Service Executive (Mumbai)
🏢 Capita
📍 Mumbai