Posted Feb 11, 2025 111 views
The Customer Service Representative is responsible for addressing customer inquiries, providing information about products and services, resolving complaints, and ensuring a positive customer experience. The CSR must effectively communicate with customers via phone, email, or chat and resolve issues in a timely and efficient manner.
Key Responsibilities:
- Customer Support: Respond to customer inquiries, concerns, and complaints in a professional manner via phone, email, chat, or in-person.
- Product/Service Information: Provide detailed information about the company’s products or services, ensuring customers have the necessary information to make informed decisions.
- Issue Resolution: Troubleshoot customer problems, identify the root causes, and take appropriate action to resolve issues in a satisfactory and timely manner.
- Documentation: Record customer interactions and transactions, including inquiries, complaints, comments, and actions taken in the company’s CRM or support system.
- Order Processing: Assist customers with order placement, returns, exchanges, cancellations, and follow-up on status inquiries.
- Feedback Collection: Gather and report customer feedback and suggestions for improving products and services.
- Team Collaboration: Work with other departments, such as sales, billing, and technical support, to resolve customer issues that require cross-functional assistance.
- Upselling or Cross-selling: Suggest additional products or services that meet the customer’s needs, if applicable.
- Compliance: Ensure all actions comply with company policies and industry regulations.
Required Skills and Qualifications:
- High school diploma or equivalent (Some positions may require a bachelor’s degree)
- Proven customer support experience or relevant role
- Excellent communication (verbal and written) and interpersonal skills
- Problem-solving abilities with a customer-first mentality
- Ability to handle stressful situations with professionalism
- Proficiency in using computers, CRM systems, and other office software
- Time management and organizational skills
- Patience and empathy when dealing with customers
Preferred Skills:
- Experience in a specific industry (e.g., healthcare, finance, retail)
- Bilingual (if applicable)
- Knowledge of customer service best practices and strategies
- Previous experience with CRM software like Zendesk, Salesforce, etc.
Working Conditions:
- Full-time or part-time, based on company needs
- Work may be in a call center environment or remote
- Some roles may require flexible hours or shift work
Job Details
Krex Solutions PVT LTD
Consultancy service provider for International Remittance companies
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