Job Description

Job Summary

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We 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.

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Key Responsibilities

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- Respond to customer inquiries via phone, email, chat, and other support channels.
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- Resolve customer complaints and provide appropriate solutions within established timelines.
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- Maintain accurate records of customer interactions in the CRM system.
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- Escalate complex issues to the appropriate departments when necessary.
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- Provide product and service information to customers.
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- Follow up with customers to ensure issues are fully resolved.
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- Meet or exceed customer satisfaction (CSAT), response time, and productivity targets.
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- Collaborate with internal teams to improve customer experience.
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- Stay updated on company products, services, and policies.
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- Identify opportunities to improve support processes and customer satisfaction.
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Required Qualifications

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- Bachelor's degree in any discipline (preferred).
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- 0–3 years of experience in customer service, customer support, or a similar role.
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- Excellent verbal and written communication skills.
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- Strong problem-solving and conflict-resolution abilities.
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- Basic computer proficiency and familiarity with Microsoft Office.
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- Ability to multitask and work in a fast-paced environment.
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- Strong interpersonal skills and a customer-first mindset.
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Preferred Qualifications

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- Experience using CRM tools such as Salesforce, Zendesk, Freshdesk, or Hub Spot.
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- Experience in BPO, SaaS, e-commerce, or technical support.
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- Multilingual communication skills are an advantage.
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Key Skills

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- Customer Service
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- Active Listening
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- Communication Skills
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- Problem Solving
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- Time Management
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- Empathy
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- CRM Software
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- Email & Chat Support
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- Teamwork
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- Attention to Detail
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Key Performance Indicators (KPIs)

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- Customer Satisfaction (CSAT)
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- First Response Time (FRT)
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- First Contact Resolution (FCR)
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- Average Handling Time (AHT)
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- Quality Assurance (QA) Score
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- Customer Retention Rate
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Benefits

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- Market-competitive salary
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- Health insurance
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- Paid time off
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- Performance incentives
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- Training and career development
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- Flexible work arrangements (where applicable)
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📌 Customer Support Representative (India)
🏢 ShrinQ Consulting Group
📍 India