Customer Service Representative

We are looking for a Customer Support Representative (CSR) to join our team and provide exceptional service to our customers. The ideal candidate is a problem-solver with excellent communication skills who can handle customer inquiries efficiently and professionally. You will be responsible for responding to customer concerns, troubleshooting issues, and ensuring customer satisfaction.

Key Responsibilities:

1. Customer Interaction:
   • Respond to customer inquiries via phone, email, live chat, and social media.
   • Provide accurate information about products, services, and company policies.
   • Resolve customer complaints and escalate complex issues when necessary.
2. Problem-Solving & Troubleshooting:
   • Identify and troubleshoot product/service issues.
   • Guide customers through solutions step-by-step.
   • Coordinate with internal teams (technical support, sales, billing) to resolve issues.
3. Order Processing & Account Support:
   • Assist customers with order placement, tracking, and modifications.
   • Handle refunds, returns, and exchanges per company policies.
   • Update customer records and maintain accurate documentation.
4. Quality & Process Improvement:
   • Provide feedback to improve customer service processes and policies.
   • Stay updated on product knowledge and company updates.
   • Meet performance metrics such as response time, resolution rate, and customer satisfaction (CSAT).

Required Skills & Qualifications:

1. Experience: Minimum 1 year. Previous experience in customer service, call centers, or support roles preferred.
2. Communication: Strong verbal and written communication skills in Hindi and English.
3. Problem-Solving: Ability to think critically and resolve customer issues efficiently.
4. Tech-Savvy: Familiarity with CRM systems and support tools.
5. Multitasking: Ability to handle multiple customer inquiries simultaneously.
6. Empathy & Patience: Excellent interpersonal skills with a customer-first mindset.