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ShrinQ Consulting Group Inc
Customer Support RepresentativeShrinQ Consulting Group Inc • Mangalore, IN
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Customer Support Representative

Customer Support Representative

ShrinQ Consulting Group Inc • Mangalore, IN
30+ days ago
Job description

Job Summary

We are seeking a customer-focused and proactive Customer Support Representative to provide exceptional service to our customers. The ideal candidate will handle customer inquiries, resolve issues efficiently, and ensure a positive customer experience through various communication channels, including phone, email, chat, and social media.

Key Responsibilities

  • Respond to customer inquiries via phone, email, chat, and other support channels.
  • Resolve customer complaints and provide appropriate solutions within established timelines.
  • Maintain accurate records of customer interactions in the CRM system.
  • Escalate complex issues to the appropriate departments when necessary.
  • Provide product and service information to customers.
  • Follow up with customers to ensure issues are fully resolved.
  • Meet or exceed customer satisfaction (CSAT), response time, and productivity targets.
  • Collaborate with internal teams to improve customer experience.
  • Stay updated on company products, services, and policies.
  • Identify opportunities to improve support processes and customer satisfaction.

Required Qualifications

  • Bachelor's degree in any discipline (preferred).
  • 0–3 years of experience in customer service, customer support, or a similar role.
  • Excellent verbal and written communication skills.
  • Strong problem-solving and conflict-resolution abilities.
  • Basic computer proficiency and familiarity with Microsoft Office.
  • Ability to multitask and work in a fast-paced environment.
  • Strong interpersonal skills and a customer-first mindset.

Preferred Qualifications

  • Experience using CRM tools such as Salesforce, Zendesk, Freshdesk, or HubSpot.
  • Experience in BPO, SaaS, e-commerce, or technical support.
  • Multilingual communication skills are an advantage.

Key Skills

  • Customer Service
  • Active Listening
  • Communication Skills
  • Problem Solving
  • Time Management
  • Empathy
  • CRM Software
  • Email & Chat Support
  • Teamwork
  • Attention to Detail

Key Performance Indicators (KPIs)

  • Customer Satisfaction (CSAT)
  • First Response Time (FRT)
  • First Contact Resolution (FCR)
  • Average Handling Time (AHT)
  • Quality Assurance (QA) Score
  • Customer Retention Rate

Benefits

  • Competitive salary
  • Health insurance
  • Paid time off
  • Performance incentives
  • Training and career development
  • Flexible work arrangements (where applicable)


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Customer Support Representative • Mangalore, IN

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