16 days ago
About this role
Key Responsibilities
- Respond to customer queries received through phone calls, emails, chat, WhatsApp, and CRM within the defined SLA.
- Understand customer concerns and provide accurate information, guidance, and resolutions.
- Log, track, and update all customer interactions in the CRM system.
- Resolve customer issues promptly or escalate them to the appropriate team when required.
- Follow up with customers to ensure timely resolution of pending cases.
- Maintain complete and accurate documentation of customer communications and issue resolutions.
- Coordinate with internal teams such as Operations, Technical Support, Sales, and Product teams to resolve customer issues efficiently.
- Ensure a high level of customer satisfaction by providing courteous and professional service.
- Adhere to company policies, SOPs, quality standards, and data privacy guidelines.
- Meet daily, weekly, and monthly productivity and quality targets.
- Identify recurring customer issues and provide feedback for process improvements.
- Assist customers with account-related queries, registrations, payments, certificates, platform navigation, and other service-related concerns.
- Participate in team meetings, training sessions, and quality improvement initiatives.
- Stay updated with product features, services, and process changes.
Required Skills
- Excellent verbal and written communication skills.
- Strong customer service orientation and interpersonal skills.
- Good problem-solving and analytical abilities.
- Ability to handle customer complaints professionally and empathetically.
- Basic knowledge of CRM software and Microsoft Office (Excel, Word, Outlook).
- Ability to multitask and work under pressure.
- Strong time management and organizational skills.
- Attention to detail and accuracy in documentation.
- Ability to work independently as well as in a team environment.
