CSR

Tech Bravity is seeking a Customer Service Representative (CSR) to join our dynamic team. The ideal candidate will have at least one year of experience, though freshers are encouraged to apply. This role involves engaging directly with customers to resolve inquiries, provide product information, and ensure customer satisfaction. The position requires proficiency in using call center software and excellent communication skills to handle various customer interactions effectively. The CSR will also be responsible for contributing to the smooth operation of the customer service department, working collaboratively within a team of 20 individuals under capable supervision. In this role, you will manage and lead a team of 20 CSR professionals, fostering a supportive and efficient team environment. You will oversee daily operations, monitor performance metrics, and implement strategies to enhance service quality and customer experience. This position demands strong organizational abilities, leadership skills, and a proactive approach toward problem-solving. As a CSR team manager, you will play a critical role in maintaining high standards of customer service and contributing to Tech Bravity's continued growth and reputation in the industry.
Responsibilities

Manage a team of 20 customer service representatives, ensuring effective communication and workflow within the team.
Resolve customer inquiries and complaints promptly through phone, email, or chat using call center software.
Train and mentor team members to enhance their customer service skills and product knowledge.
Monitor and evaluate the team's performance, providing constructive feedback and coaching when necessary.
Maintain accurate records of customer interactions, transactions, comments, and complaints.
Develop and implement customer service policies and procedures to improve efficiency and customer satisfaction.
Collaborate with other departments to address customer issues and escalate cases when appropriate.
Analyze customer feedback and service metrics to identify trends and propose improvements.
Ensure compliance with company standards and legal regulations related to customer service.
Participate in recruitment and onboarding of new team members to support departmental growth.