Job Title: Senior Customer Service Representative (Senior Associate)

Location: Athena Towers, Mumbai

Job Summary

The Senior Customer Service Representative (Senior Associate) will play a pivotal role in delivering exceptional customer service experiences. This position requires a strong understanding of customer service principles and practices, as well as the ability to handle complex customer inquiries and issues. The ideal candidate will be a proactive problem solver, capable of working in a fast-paced environment while maintaining a positive attitude and a focus on customer satisfaction.

Responsibilities

• Provide high-quality customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction.
• Act as a point of escalation for complex customer issues, utilizing strong problem-solving skills to find effective solutions.
• Maintain a thorough understanding of company products and services to provide accurate information to customers.
• Document customer interactions and feedback in the CRM system to ensure accurate record-keeping and follow-up.
• Collaborate with team members and other departments to enhance the overall customer experience.
• Train and mentor junior customer service representatives, sharing best practices and providing guidance.
• Analyze customer feedback and trends to identify areas for improvement in service delivery.
• Participate in team meetings and contribute to the development of customer service strategies.

Mandatory Skills

• Proven experience in a customer service role, preferably in a BPO/KPO or call center environment.
• Strong knowledge of customer service principles and practices.
• Excellent communication skills, both verbal and written.
• Ability to handle difficult situations with empathy and professionalism.
• Up-selling
• Proficient in using CRM software and Microsoft Office Suite.
• Strong analytical and problem-solving skills.
• Ability to work independently and as part of a team.

Preferred Skills

• Experience in a BPO, KPO, or Call Centre environment.
• Familiarity with data analysis and reporting tools.
• Knowledge of customer service best practices and industry trends.
• Ability to speak multiple languages is a plus.

Qualifications

• Under Graduates are eligible
• Minimum of 1-3 years of experience in customer service.
• Proven track record of achieving customer satisfaction and service excellence.
• Willingness to work flexible hours, including evenings and weekends as needed.

If you are passionate about delivering exceptional customer service and have the skills and experience we are looking for, we invite you to apply for the Senior Customer Service Representative (Senior Associate) position at Athena Towers, Mumbai.