I. KEY RESPONSIBILITIES
- Customer Interaction: Engaging with customers via various communication channels, including phone, email, chat, or in person.
- Responding to Inquiries: Addressing customer inquiries, requests, and concerns in a timely and professional manner.
- Problem Solving: Resolving customer issues, complaints, or conflicts efficiently and effectively.
- Product/Service Knowledge: Demonstrating a strong understanding of the company's products or services to provide accurate information and assistance to customers.
- Order Processing: Assisting with order placement, order tracking, and order modification, if applicable.
- Technical Support: Providing technical assistance or troubleshooting guidance for products or services that require it.
- Complaint Handling: Handling customer complaints with empathy and aiming to find satisfactory solutions.
- Documentation: Maintaining records of customer interactions and transactions for reference and reporting purposes.
- Cross-selling and Upselling: Identifying opportunities to promote additional products or services to customers.
- Customer Feedback: Gathering feedback from customers and conveying it to relevant departments for improvements.
- Compliance: Ensuring compliance with company policies, industry regulations, and data protection standards.
- Continuous Improvement: Actively participating in training and development programs to enhance customer service skills and stay up-to-date with changes in products or services.
II. QUALIFICATIONS, CERTIFICATIONS AND EXPERIENCE
- Bachelor's degree
- Strong communication skills, both verbal and written.
- Regional Language Mandatory (Assamese, Bengali, Gujarati, Kannada, Malayalam, Marathi, Odia, Punjabi, Tamil and Telugu).
- Good listening skills and empathy for customers' needs.
- Patience and the ability to remain calm under pressure.
- Problem-solving abilities.
- Computer proficiency for data entry and using customer support software.
- Adaptability and a customer-centric approach.
- Teamwork and collaboration skills.