Customer Service Specialist

Job description

Woke mode - WFH

Please note: Candidates would be required to work from Office for the first three months after which they would be allowed to work from home.

Role Description

This is a full-time role for a Customer Service Representative in Mumbai. The Customer Service Representative will be responsible for providing exceptional customer support, ensuring customer satisfaction, enhancing the overall customer experience, and maintaining high service standards on a day-to-day basis.

 Responsible for handling calls and chat and providing customer support,

 Identify and relate with various customer needs and scenarios,

 Conduct issue identification and problem-solving meeting customer needs and satisfaction,

 Provide customers with cutting-edge service in a friendly, confident, and knowledgeable manner either through Calls or Chats,

 Remain updated with the client and internal processes, technology applications, utilities, and products,

 Utilize various internal and client-based tools and applications for customer management and servicing,

 Conduct data entry, documentation, and case management,

 Work and partner with others within a team-based environment,

 Achieve and maintain required metrics and goals,

 Adhere to company policies and procedures as described in the HR Handbook,

 Good understanding of phone/chat etiquette - Not interrupting, abstains from making unpleasant vocal gestures, etc.

 Ability to establish call control/multi-task chat queries,

 Ability to use logical and non-linear troubleshooting techniques to resolve the root cause of a problem.

 Written Skills: o Ability to compose grammatically precise, concise, and appropriate sentences,

 o Ability to clearly understand and respond appropriately to the problem statements of customers,

 Verbal Skills: o Ability to articulate in a clear and friendly tone in a neutral accent without dead air,

 Ability to manage and maintain the required communication pace,

 Knowledge of browsers (MS Internet Explorer, Mozilla Firefox, Google Chrome),

 Capable of consistently managing a higher level of professional, yet courteous communication standards (Verbal & Written),

 Capable of managing communication flow and direction,

 Effective time management and should have a strong focus on schedule adherence and/or attendance based on previous employment/school records,

 Goal-orientated with a focus on learning and continuous improvement,

 Team player who is willing to make adaptions for the benefit of customers and the program's engagement activities,

 Ability to Type 35+ WPM with an accuracy of 85

Qualifications
 Customer Service Representatives, Customer Support, and Customer Satisfaction skills
 Customer Experience expertise
 Strong communication and interpersonal skills
 Ability to handle customer inquiries and resolve issues efficiently
 Experience in a customer service role is an advantage
 Bachelor's degree in any field | HSC also considered
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