The Customer Service Advisor is responsible for delivering exceptional customer experiences across multiple channels. This role focuses on resolving queries efficiently, maintaining high Customer Satisfaction (C-SAT) scores, and ensuring every interaction reflects the company’s commitment to quality service.
Responsibilities
• Handle customer inquiries via chat phone, email, , or other platforms with professionalism and empathy.
• Provide exceptional service by actively listening, understanding needs, and offering accurate solutions.
• Maintain and improve C-SAT scores by ensuring timely and effective resolution of issues.
• Document interactions and update systems accurately to ensure seamless follow-up.
• Collaborate with internal teams to resolve complex issues and enhance customer experience.
• Adhere to company policies, compliance standards,
and service-level agreements (SLAs).
Required Skills & Competencies:
• Robust communication skills (verbal and written).
• Customer-centric mindset with problem-solving ability.
• Ability to manage multiple tasks and work under pressure.
• Positive attitude and adaptability in a fast-paced environment.
Performance Metrics:
• Customer Satisfaction (C-SAT) score achievement.
• First Contact Resolution (FCR) rate.
• Average Handling Time (AHT) compliance.
• Quality assurance scores.
Qualifications
• Minimum: High School Diploma or equivalent (Graduate preferred).
• Prior experience in customer service or related field is an advantage.
📌 Executive (Pune)
🏢 EXL
📍 Pune