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
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
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
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
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




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
Robust 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 rapid-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