Customer Service Representative

Job Summary

We are looking for a dynamic and customer-focused Customer Service Representative (CSR) to handle inbound calls from US-based customers. The role involves addressing customer queries, resolving concerns, providing product/service information, and ensuring an exceptional customer experience. The ideal candidate should possess excellent communication skills, problem-solving abilities, and a customer-centric approach.

Key Responsibilities

• Handle inbound calls from US customers professionally and courteously.
• Understand customer concerns and provide accurate resolutions within defined timelines.
• Respond to customer inquiries related to products, services, billing, orders, accounts, or technical issues.
• Troubleshoot and resolve customer complaints while maintaining high customer satisfaction.
• Document customer interactions accurately in CRM systems.
• Follow company processes, policies, and quality standards during customer interactions.
• Escalate complex issues to the appropriate department when necessary.
• Achieve individual and team performance metrics including Quality, CSAT, AHT, and Productivity.
• Build positive relationships with customers through empathetic and effective communication.
• Stay updated on company products, services, and process changes.

Key Competencies

• Customer Centricity
• Effective Communication
• Active Listening
• Conflict Resolution
• Time Management
• Adaptability
• Team Collaboration

Performance Metrics

• Customer Satisfaction (CSAT)
• First Call Resolution (FCR)
• Average Handle Time (AHT)
• Quality Score
• Attendance & Adherence
• Productivity Targets