Key Responsibilities: 1. Customer Interaction & Support

- Handle a high volume of inbound calls in a professional and courteous manner
- Understand customer queries, concerns, and requirements effectively
- Provide accurate information regarding products, services, policies, and processes
- Deliver first-call resolution wherever possible

2. Issue Resolution

- Identify customer issues and provide appropriate solutions within defined TAT
- Escalate complex or unresolved issues to the concerned team/department
- Ensure proper follow-up on pending queries until closure

3. Customer Experience Management

- Maintain a positive, empathetic, and professional attitude toward customers
- Ensure high levels of customer satisfaction through quality service
- Handle irate or dissatisfied customers with patience and professionalism

4. Documentation & System Handling

- Record and maintain detailed logs of customer interactions in CRM systems
- Update customer information accurately in internal databases
- Follow standard operating procedures (SOPs) and compliance guidelines

5. Performance & Quality

- Meet defined KPIs such as:
- Call Handling Time (AHT)
- First Call Resolution (FCR)
- Customer Satisfaction Score (CSAT)
- Quality Scores

- Adhere to call quality standards and process guidelines

6.



Coordination & Teamwork

- Work closely with internal teams (operations, technical, billing, etc.)
- Participate in team meetings, training sessions, and feedback discussions
- Stay updated on product/process changes and company policies

Required Skills & Competencies:

- Excellent verbal and written communication skills
- Strong listening and interpersonal skills
- Problem-solving and decision-making ability
- Ability to multitask and manage time effectively
- Basic computer proficiency (MS Office, CRM tools)
- Ability to handle pressure and work in a fast-paced environment
- Customer-centric mindset with attention to detail

Educational Qualification:

- Any Graduate / Undergraduate (Minimum HSC or equivalent)

Preferred Experience:

- 0 4 years of experience in inbound customer service / call center
- Freshers with robust communication skills are welcome
- Experience in BPO, banking, telecom, or e-commerce will be an advantage

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Customer Representative (Mumbai)
🏢 The India Fitness Connect
📍 Mumbai