Job SummaryWe are seeking a customer-focused and proactive Customer Support Representative to provide exceptional service to our customers. The ideal candidate will handle customer inquiries, resolve issues efficiently, and ensure a positive customer experience through various communication channels, including phone, email, chat, and social media.Key Responsibilities- Respond to customer inquiries via phone, email, chat, and other support channels.- Resolve customer complaints and provide appropriate solutions within established timelines.- Maintain accurate records of customer interactions in the CRM system.- Escalate complex issues to the appropriate departments when necessary.- Provide product and service information to customers.- Follow up with customers to ensure issues are fully resolved.- Meet or exceed customer satisfaction (CSAT), response time, and productivity targets.- Collaborate with internal teams to improve customer experience.- Stay updated on company products, services, and policies.- Identify opportunities to improve support processes and customer satisfaction.Required Qualifications- Bachelor's degree in any discipline (preferred).- 0–3 years of experience in customer service, customer support,



or a similar role.- Excellent verbal and written communication skills.- Solid problem-solving and conflict-resolution abilities.- Basic computer proficiency and familiarity with Microsoft Office.- Ability to multitask and work in a fast-paced environment.- Strong interpersonal skills and a customer-first mindset.Preferred Qualifications- Experience using CRM tools such as Salesforce, Zendesk, Freshdesk, or HubSpot.- Experience in BPO, SaaS, e-commerce, or technical support.- Multilingual communication skills are an advantage.Key Skills- Customer Service- Active Listening- Communication Skills- Problem Solving- Time Management- Empathy- CRM Software- Email & Chat Support- Teamwork- Attention to DetailKey Performance Indicators (KPIs)- Customer Satisfaction (CSAT)- First Response Time (FRT)- First Contact Resolution (FCR)- Average Handling Time (AHT)- Quality Assurance (QA) Score- Customer Retention RateBenefits- Competitive salary- Health insurance- Paid time off- Performance incentives- Training and career development- Flexible work arrangements (where applicable)

📌 Customer Support Representative (Mumbai)
🏢 ShrinQ Consulting Group
📍 Mumbai