Customer Service Representative

The Floor Agent attracts potential customers by answering product and service related questions; suggesting information about other products and services our company and clients offer. The target is to ensure excellent service standards and maintain high customer satisfaction.

• To Provide concrete and clear information about the Product to the customers landing on Contact Center.
• In case of complaint, ensuring that customers issues are resolved swiftly and professionally along with agreed service levels.
• Maintain a high level of customer satisfaction throughout the process from the 1st call to complete problem resolution.
• Must suggest the key points to improve the work and efficiency for the contact center to the Senior.
• Must follow the grids/ standards/ policies given by the management.
• Register all the Orders, complaints, queries and suggestions of customers in the System, take complaints when needed and to avoid unnecessary complaint logging.
• Must provide First Call Resolution by taking ownership of the complaint/ information and extending the support if required.
• A CSR must update him/herself regarding the products/ policies, to be provided by the clients.
• Must participate in the huddles, also necessary to attend any training session/ refresher course being conducted by the Management.

Requirements

• Academic & Professional Qualifications: Bachelor Degree
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Strong technical understanding of CRMs
• You will be required to receive an incoming call from customers and place their orders in the system and collaborate with clients & customers to ensure smooth delivery of the order
• Etiquettes of Customer handling, basic computer skills, Customer Service oriented, clear and concise communication skills (Fluent English will be preferred)
• Focus on quality and attention to detail.
• Manage large amounts of incoming calls.
• Shifts: Evening & Night
• **Working Conditions: Can be exposed to high volume of calls requiring quick actions.