Customer Service Agent
ConfidentialMumbai1 day ago
Job descriptionOffer correct information based on company policies, procedures, and product knowledge. Escalate complex issues to the appropriate department or supervisor when necessary. Maintain Detailed Call Records Document customer interactions, inquiries, feedback, and complaints accurately in the CRM or call management system. Use predefined scripts or guidelines as needed while maintaining a natural and helpful tone. Adhere to company policies, confidentiality standards, and call center protocols. Ensure a positive customer experience by showing empathy, patience, and professionalism. Take ownership of customer issues until they are fully resolved. Identify trends in customer calls and report common issues to supervisors or the quality team. Suggest improvements in processes or FAQs to reduce repeat calls. Achieve targets such as Average Handling Time (AHT), Customer Satisfaction Score (CSAT), Call Quality, and Adherence to Schedule. Regularly attend training sessions and updates to stay informed about product changes, promotions, or policy updates. Work closely with other team members and departments to ensure seamless service delivery
Answer Incoming Customer Calls
- Handle a high volume of incoming calls professionally and efficiently.
- Greet customers courteously and listen actively to understand their concerns or queries.
- Resolve Customer Inquiries and Issues
- Address questions related to products, services, billing, account information, or order status.
- Troubleshoot and resolve customer issues during the first call whenever possible (First Call Resolution).
Provide Accurate and Timely Information
Follow Communication Protocols and Guidelines
Promote Customer Satisfaction
Provide Feedback for Service Improvement
Meet Performance Metrics
Stay Updated on Products and Services
Support Team Collaboration
Skills Required
Customer Servicing, Troubleshooting, Customer Inquiries, Crm, feedback management , Promotion Planning
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Customer Service • Mumbai
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