Core Duties & Responsibilities

- Answer inbound calls promptly and professionally :

- Identify caller needs through active listening and questioning

- Provide accurate information about products, services, or policies

- Resolve customer issues or complaints on the first call when possible

- Document call details and outcomes in CRM or ticketing systems

- Follow scripts and call guidelines while maintaining a natural tone

- Transfer or escalate calls to appropriate departments when needed

- Verify customer information to ensure security and compliance

Customer Service-Focused Duties

- Handle billing questions, account updates, and service requests
- Process orders, returns, cancellations, or appointments
- Educate customers on self-service tools or resources
- Maintain high customer satisfaction (CSAT) scores

Sales or Retention-Focused Duties (if applicable)

- Identify upsell or cross-sell opportunities during inbound calls
- Retain customers by addressing concerns and offering solutions




- Meet call conversion, retention, or revenue targets

Technical or Specialized Support Duties (role-dependent)

- Troubleshoot basic technical or service issues
- Walk customers through step-by-step solutions
- Log and track issues for follow-up or engineering review

Compliance & Performance Expectations

- Adhere to company policies , scripts, and regulatory requirements
- Meet KPIs such as call handle time, first-call resolution, and quality scores
- Participate in coaching, training, and quality assurance reviews

Key Skills Required

- Robust verbal communication and active listening
- Problem-solving and conflict-resolution skills
- Multitasking (talking, typing, navigating systems)
- Empathy, patience, and professionalism
- Basic computer and CRM proficiency

Pay: ₹10,266.97 - ₹33,607.38 per month

Work Location: In person

📌 Inbound Customer Service Advisor (Chandigarh)
🏢 AKPIS
📍 Chandigarh