Job Description
Roles and Responsibilities:
- Resolving phone, and email customer inquiries.
- Processing and logging incoming calls.
- Identifying customer needs.
- Attending training sessions to know better about existing and new products and to develop
- better customer service skills.
- Forwarding and escalating inquiries to relevant individuals and departments.
- Contacting customers to give them accurate feedback on the progress of their inquiries.
- Providing outstanding customer service and follow the issue till closure.
- Updating customer information as required.
- Maintaining confidentiality of information.
- Performing other duties as the need arises.
Desired Candidate Profile:
Communication:
Excellent communication skills (written and verbal)
Ability to communicate correctly and clearly both internal and external customers.
Excellent documentation skills and ability to compose a grammatically correct, concise, and
accurate written response.
Good comprehension skills ability to clearly understand and state the issues that customers
present.
Computer Knowledge/Skills:
Familiarity with internet, MS Excel is must
Excellent typing skills
Demonstrates a proficient knowledge of email applications
Demonstrates an ability to learn in various media
Customer Focus:
- Excellent customer service skills which involves maintaining focus on the customer issue in a
- fast-paced environment and provide appropriate solutions.
- Ability to empathize with and prioritize customer needs.
- Demonstrates interpersonal skills with a diverse customer base.
- Demonstrates conflict resolution, negotiation, and de-escalation skills.
- Demonstrates ownership to resolve challenging customer issues, escalating when necessary.
- Flexible with the working schedule; may be expected to work weekends, holidays and events.
- Ability to work overtime as required by business - most often occurring in the weeks
- surrounding the Diwali, Independence day and Rakhi holiday season.
General Attributes:
- Action oriented, self-disciplined and organized.
- Effective time management skills and ability to prioritize work time to ensure productivity.
- Effective problem solving skills including decision making, time management.
- Ability to concentrate and follow the customers issues without distraction to resolution.
- Maintain regular and reliable attendance.
- Work successfully in a team environment as well as independently
- Graduation or suitable equivalent degree.
- 1+ years customer service experience, preferably in online market field like Amazon/
- Flipkart/Urban ladder
- Ability to successfully adapt to changes in the work environment
- Ability to approach problems logically and rationally
- Ability to maintain composure in highly escalated situations