Customer Service Representative

A Customer Service Representative is the first point of contact for any customer who has a question or an issue with a product or service of the company. The Representative have many responsibilities like answering inbound phone calls, addressing customers’ questions about products, services, their queries and resolving Payment related queries. At Dozen Diamonds, we count on the customer service department to interact professionally with our valued customers when they have questions or concerns.

A Customer Service Representative will act as a liaison, provide product / services information, answer to the questions, and resolve any emerging problems that our customer might face with accuracy and efficiency.

The best Representative are genuinely excited to help customers. They are patient, empathetic, and passionately communicative. They love to talk and understand the value of good communication skills. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and therefore feedbacks from Customers can gather the most important rating of the service provided. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to answer customer questions or resolve complaints.

Dozen Diamonds is looking for a highly skilled customer service representative for Companies Automated Trading platform to join our team and handle inbound and outbound phone calls, email requests, and face-to-face interactions using a friendly, helpful approach. The ideal candidate is a quick learner who can think on their feet and resolve any issues with a customer-first business mentality.

The Representative should also have experience in sales, as the opportunity may arise to promote company products and services. The most successful customer service representative will have the communication and interpersonal skills needed to provide support, answer questions, and resolve issues in an efficient manner.

Serving as the voice and face of Dozen Diamonds, the representative will be integral in reinforcing our reputation for exceptional customer service.

This is a full-time Customer Service Representative role at Dozen Diamonds. As a Customer Service Representative, you will be responsible for providing excellent customer support and ensuring high levels of customer satisfaction. Your day-to-day tasks will include addressing customer inquiries and concerns, resolving issues, and providing product information. This is a on site work at Nagpur & Gandhinagar.

Objectives of this role

Manage a large volume of inbound and outbound calls, emails, and chats with knowledge and efficiency

Identify and address customer needs, with a goal of total satisfaction

Provide expert answers to questions about products, pricing, and availability while presenting the value of our product portfolio to customers

Meet customer-service department targets, and also generating leads for increase in sales when opportunities arise

Follow company guidelines and procedures for communications with minimal supervision

Recommend improvements to company processes for efficiency

Responsibilities

Build expert, dynamic knowledge of the company’s products and services

Conduct research with available resources to satisfy customer inquiries

Engage with customers in an inviting, friendly, and professional manner to deliver exceptional experiences and nurture lasting relationships

Respond quickly, professionally, and accurately to customer inquiries regarding quotes, orders, status, complaints, returns, and warranties

Communicating with them through various channels, including email, social media, phone or SMS

Meet personal / team qualitative and quantitative targets by explaining the benefits of additional products and services to customers and seizing opportunities to sell

Making appointments that fit into the schedule of the Company and the customer.

Informing the customers about updates, deals, offers, promotions, policies, and keep sales funnel in motion.

Assisting them if they are facing a problem and troubleshooting it.

Ensuring the customer has a positive experience with the company.

Fostering a healthy relationship between the Company and the customer.

Provide accurate, valid and complete information by using the right methods / tools

Meet personal / customer service team sales targets and call handling quotas

Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

Keep records of customer interactions, process customer accounts and file documents

Follow communication procedures, guidelines and policies

Take the extra mile to engage customers

Maintain daily recordings and documentation of issues and resolutions in a database for sales and executive management teams to review

Conducting surveys to collect data about customer satisfaction, churn rate, brand image and awareness, etc.

Qualifications

Customer Service Representatives with experience in providing exceptional customer service

Strong customer support skills

Ability to ensure customer satisfaction

Experience in handling customer service requests and resolving issues

Excellent communication and interpersonal skills

Ability to work independently and as part of a team

Knowledge of equity trading and financial markets is a plus

Successful experience in a corporate environment. Should have minimum 2 years experience in Stock Trading Industry.

Strong communication skills, including active listening and clear articulation

Ability to solve problems, alleviate conflicts, and escalate tactfully

Ability to multitask, manage time, and prioritize

Ability to work individually and as a team member

Proven customer support experience or experience as a Client Service Representative

Track record of over-achieving quota

Strong phone contact handling skills and active listening

Familiarity with Customer Relationship Management, CRM systems and practices

Customer orientation and ability to adapt / respond to different types of characters

Excellent communication and presentation skills

Ability to multi-task, prioritize, and manage time effectively

Bachelor's degree in Business, Finance, or related field is preferred