Customer Service Representative

Job Description

Location: Sector 18, Gurgaon

Key Responsibilities:

• Customer Interaction: Respond to inbound customer inquiries via phone, email, chat, or social media platforms in a timely and professional manner.
• Issue Resolution: Troubleshoot and resolve customer complaints or technical issues, ensuring a satisfactory resolution while maintaining a positive brand image.
• Product Knowledge: Provide detailed information about our products/services and assist customers in making informed decisions.
• Documentation: Accurately document customer interactions, issues, and resolutions in the CRM system to ensure proper follow-up.
• Cross-functional Collaboration: Collaborate with other departments, such as Sales, Technical Support, and Product Teams, to resolve complex customer inquiries.
• Feedback Collection: Gather customer feedback and identify recurring issues to help improve products, services, and customer support processes.
• Follow-up: Ensure timely follow-up with customers to confirm satisfaction and provide any additional support as necessary.
• Adherence to Policies: Maintain up-to-date knowledge of company policies, procedures, and product offerings, ensuring compliance and consistency in customer interactions.

Required Qualifications:

• Experience: Previous experience in customer support, call centers, or a related field is preferred.
• Skills:Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to stay calm and professional under pressure.
• Experience with CRM software (e.g., Salesforce, Zendesk, Freshdesk) is a plus.
• Proficient with Microsoft Office Suite or equivalent.