Customer Service Representative

Job Description: Customer Service Representative US&C (Email/Chat)

Position Details

• Job Title: Customer Service Representative – US&C (Email/Chat)
• Job Function: Operations
• Specialization: CRM / Call Centers / BPO / ITES
• Industry: Customer Service / BPO
• Designation: Executive
• Experience: Minimum 6 months preferred
• Location: Hyderabad
• Education: Graduate / Undergraduate

Position Summary

• We are seeking customer-focused and enthusiastic Customer Service Representatives to provide exceptional support through Email and Chat channels. The role involves handling customer feedback, requests, queries, and complaints while ensuring timely, professional, and satisfactory resolutions. The ideal candidate should possess excellent communication skills, strong problem-solving abilities, and a customer-first approach.

Key Skills & Qualifications : The ideal candidate should have:

• Versant Certified – Minimum B2 Level
• Excellent verbal, written, and listening skills in English
• Strong comprehension and analytical skills
• Ability to understand multiple business functions and provide quality service
• International BPO experience in Voice/Email/Chat process preferred (Email process preferred)
• Proficiency in MS Excel, MS Word, and PowerPoint
• Ability to assist customers via Email and Chat support channels
• Typing speed of at least 25 WPM with 85% accuracy
• Basic knowledge of Cab Services and New Economy businesses
• Strong probing and investigative skills
• Ability to multitask and handle multiple customer interactions efficiently
• Willingness to work in a 24/7 rotational environment

Key Responsibilities

• Handle customer queries, requests, and complaints for a renowned technology company through Email and Chat support.
• Provide accurate information and resolve customer concerns within defined service levels.
• Deliver high-quality customer service while ensuring productivity and performance targets are achieved.
• Manage customer transactions with a high degree of accuracy and efficiency.
• Investigate customer issues, identify root causes, and provide effective solutions.
• Handle challenging customer situations professionally while maintaining composure and empathy.
• Follow established quality standards, policies, and process documentation.
• Maintain confidentiality and safeguard customer information.
• Demonstrate ownership of customer issues until complete resolution.
• Continuously update product and process knowledge to deliver superior customer experiences.
• Ensure adherence to company policies, shift schedules, and operational requirements.

Desired Competencies

Problem Solving

• Identify and implement effective solutions in a timely manner.
• Keep customers and stakeholders informed about issue status and corrective actions.
• Demonstrate logical thinking and sound judgment while resolving concerns.

Customer Focus

• Build trust and credibility through empathy, professionalism, and active listening.
• Handle difficult and irate customers calmly and confidently.
• Deliver a positive customer experience in every interaction.

Communication

• Communicate clearly, professionally, and effectively through written and digital channels.
• Pay close attention to customer needs and concerns.
• Maintain accuracy while documenting customer interactions.

Learning Orientation

• Stay updated with process changes, business updates, and industry trends.
• Proactively seek knowledge that enhances customer satisfaction and operational efficiency.

Result Orientation

• Prioritize tasks effectively and manage workload efficiently.
• Demonstrate accountability for achieving individual and team performance targets.
• Seek support and collaborate proactively when required.