Customer Service Representative

Department: Operations / Back Office
Employment Type: Full-Time
Experience: 35 Years
Location: Pune
Shift: Night Shift

Job Summary

We are looking for a motivated and customer-focused Back Office Executive Voice Process to join our team. The candidate will be responsible for handling customer calls, providing accurate information, resolving queries, maintaining records, and coordinating with internal teams to ensure smooth and efficient operations.

Key Responsibilities

• Handle inbound and outbound customer calls professionally and efficiently.
• Understand customer requirements and provide accurate information and assistance.
• Resolve customer queries and issues within the defined timelines.
• Make follow-up calls and coordinate with customers as required.
• Maintain accurate records of customer interactions, calls, and transactions.
• Update customer information and status in the CRM/system.
• Coordinate with internal departments for query resolution and service-related requirements.
• Follow company processes, scripts, quality standards, and compliance guidelines.
• Ensure excellent customer service and maintain professional communication.
• Meet daily/weekly/monthly performance and productivity targets.
• Escalate complex issues to the appropriate department or supervisor.
• Maintain confidentiality of customer and company information.

Required Skills

• Excellent verbal communication skills in English.
• Good listening and interpersonal skills.
• Basic computer knowledge and proficiency in MS Office.
• Ability to handle customer queries patiently and professionally.
• Good typing and data-entry skills.
• Ability to multitask and work under pressure.
• Strong problem-solving and follow-up skills.
• Positive attitude and willingness to learn.

Key Performance Indicators (KPIs)

• Call Quality
• Customer Satisfaction
• Call Handling / Productivity
• Attendance and Punctuality
• Query Resolution
• Data Accuracy
• Process Compliance

What We Offer

• Competitive salary
• Training and development opportunities
• Positive and professional work environment
• Provident Fund
• Health Insurance