Location
Kolkatta | India
Job description
Overview
The Customer Service position is vital to our organization as it serves as the primary point of contact for our customers. This role plays a crucial part in ensuring customer satisfaction and loyalty through effective communication and problemsolving.
Key Responsibilities
- Responding to customer inquiries via phone email and chat
- Resolving customer complaints and issues in a timely and empathetic manner
- Providing product information and guiding customers in making purchasing decisions
- Processing orders returns and exchanges
- Assisting customers with account management and billing inquiries
- Collaborating with other departments to escalate and resolve complex issues
- Recording and maintaining accurate customer records and interaction details
- Following up with customers to ensure their issues are resolved satisfactorily
- Identifying and implementing process improvements to enhance the customer experience
- Contributing to a positive team environment and supporting colleagues as needed
- Adhering to company policies and procedures at all times
- Meeting or exceeding performance and quality metrics
- Upselling or crossselling products and services when opportunities arise
- Participating in ongoing training and skill development
- Adapting to changes in customer inquiries products or systems
Required Qualifications
- High school diploma or equivalent; some college education preferred
- Prior experience in a customer service or related role
- Excellent verbal and written communication skills
- Strong problemsolving abilities and the ability to think on your feet
- Empathetic and patient demeanor when dealing with customers
- Ability to effectively multitask and manage time in a fastpaced environment
- Proven conflict resolution and negotiation skills
- Team player with a collaborative and positive attitude
- Flexibility and adaptability to handle varying customer needs and inquiries
- Proficiency in using customer service software databases and tools
- Understanding of customer satisfaction metrics and KPIs
- Ability to maintain a high level of professionalism and confidentiality
- Knowledge of products services and industry trends
- Willingness to work flexible hours and shifts including weekends and holidays
- Possessing a calm demeanor under pressure and in challenging situations
communication,empathy,time management,conflict resolution,teamwork,adaptability
Job tags
Salary
