The Customer Service Representative will interact with customers through inbound and outbound calls, email, chat, and other digital channels to provide effective support and resolve customer inquiries. The role requires strong communication, problem-solving, and customer relationship management skills, with the ability to handle customer concerns independently while meeting established service standards and performance targets.

Key Responsibilities

- Ensure customer service delivery meets established Key Performance Indicators (KPIs) and quality standards.
- Understand customer requirements, identify issues, and provide accurate and timely resolutions.
- Handle customer inquiries, complaints, and complex queries professionally and independently.
- Listen attentively to customer needs and demonstrate empathy to build positive customer relationships.
- Communicate with customers in a courteous, friendly, and professional manner.
- Maintain a strong understanding of client products, services, policies, and procedures.
- Document customer interactions accurately and maintain updated records in the call-tracking or CRM system.
- Follow up on unresolved issues and coordinate with relevant teams to ensure timely resolution.
- Identify opportunities to improve customer satisfaction and overall service quality.
- Recommend relevant products or services based on customer needs, where applicable.
- Meet productivity, quality, customer satisfaction, and other assigned performance targets.
- Support continuous improvement initiatives and contribute to team performance.

Candidate Profile

- Graduate or undergraduate in any discipline,



depending on the role requirements.
- 2–3 years of relevant experience in customer service, customer support, or a related field.
- Excellent verbal and written communication skills.
- Strong customer service orientation with effective listening and interpersonal skills.
- Proven ability to handle customer complaints, complex queries, and issue resolution independently.
- Valuable computer knowledge, navigation skills, and familiarity with CRM or ticketing tools.
- Strong analytical, problem-solving, and decision-making abilities.
- Excellent attention to detail and accurate documentation skills.
- Ability to multitask, prioritize tasks, and adapt to a fast-paced work environment.
- Ability to work independently and collaboratively within a team.
- Strong patience, professionalism, and a customer-focused approach.
- Flexibility to work rotational shifts, including weekends, as required.

Preferred Skills

- Experience in voice or non-voice customer support processes.
- Familiarity with customer service metrics, SLAs, and quality standards.
- Ability to manage escalations and maintain customer satisfaction.
- Experience working with international customers is an added advantage.

Career Framework RoleThe candidate should demonstrate solid working knowledge of customer service processes and the ability to manage routine and complex customer interactions with minimal supervision. The role requires independent problem-solving, effective communication, adherence to established procedures, and consistent achievement of performance and quality targets.

📌 Customer Service Representative (Hyderabad)
🏢 Smart IMS.
📍 Hyderabad