We are seeking a dedicated and empathetic Customer Service Representative to adeptly manage customer inquiries and grievances. The ideal candidate will exhibit exceptional communication skills,
a customer-centric ethos, and a demonstrated capacity to resolve issues efficiently and professionally.
Key Responsibilities
- Provide timely, articulate, and professional responses to customer inquiries via multiple
channels including telephone, email, chat, and face-to-face interactions
- Diagnose and resolve product or service-related issues by discerning the root cause and
proposing optimal solutions
- Maintain meticulous records of customer interactions, transactions, and feedback within
CRM systems
- Escalate unresolved or complex issues to relevant departments or supervisors in a prompt
manner
- Proactively follow up with customers to ensure complete resolution and satisfaction
- Analyze customer feedback to identify recurring issues and collaborate with internal teams
to implement continuous improvements
- Consistently meet or surpass performance benchmarks such as Customer Satisfaction Score
(CSAT), First Contact Resolution (FCR), Average Handling Time (AHT), and responsiveness
- Remain well-informed on product updates, internal processes, and available tools
- Rigorously adhere to organizational policies, compliance standards, and quality assurance
protocols Required Skills & Qualifications
- High school diploma or equivalent; Bachelors degree is preferred
- Proven experience (13 years) in a customer service or client support capacity
- Exemplary communication and interpersonal skills
- Robust analytical and problem-solving abilities with acute attention to detail
- Ability to perform under pressure and manage challenging interactions with professionalism
and tact
- Proficiency with customer service platforms, CRM systems, and Microsoft Office suite
- Willingness and flexibility to work wide-ranging shifts including weekends and holidays as necessary
Preferred Qualifications (Optional)
- Industry-specific experience (e.g., e-commerce, telecommunications, financial services)
- Familiarity with ticketing and CRM software such as Zendesk, Freshdesk, or Salesforce
- Multilingual capabilities are advantageous
Key Performance Indicators (KPIs)
KPI Target/Benchmark Weightage (%)
Customer Satisfaction Score (CSAT) 85% 30%
First Contact Resolution (FCR) 75% 25%
Average Handling Time (AHT) 6 minutes 20%
Schedule Adherence 95% 15%
Quality Assurance (QA) Scores 90% 10%
Personal Attributes
- Demonstrates empathy and patience with a strong customer-first orientation
- Proactive and self-motivated with a commitment to excellence
- Adaptable and receptive to constructive feedback
- Collaborative team player with integrity and discretion
Interested candidates can share their resumes with HR Deepak at (phone hidden).