Customer Service Representative

CareerUS Solutions; India; On-site; INR 500,000 - 700,000; Full time

Job summary

A technology services firm in India is seeking a Customer Service Representative to deliver exceptional customer support. Responsibilities include handling inquiries, resolving issues, and maintaining customer satisfaction. The ideal candidate should have strong communication skills, problem-solving abilities, and experience with CRM tools. This is a full-time position for a mid-senior level role.

Qualifications

• Excellent verbal and written communication skills.
• Strong problem-solving and multitasking abilities.
• Basic computer skills; experience with CRM tools.

Responsibilities

• Respond to customer inquiries via phone, email, chat, or in-person.
• Provide accurate information about products and services.
• Handle customer complaints with professionalism and empathy.
• Log all interactions in the CRM.

Skills

Verbal communication

Written communication

Problem-solving

Multitasking

Basic computer skills

CRM tools experience

Tools

Salesforce

Zendesk

Freshdesk

Job description

Customer Service Representative – Job Description

Position Summary

The Customer Service Representative is responsible for delivering exceptional customer support by handling inquiries, resolving issues, and maintaining a high level of customer satisfaction. This role requires strong communication skills, problem-solving ability, and a professional, customer-focused attitude.

Key Responsibilities

Customer Interaction

• Respond to customer inquiries via phone, email, chat, or in-person.
• Provide accurate information about products, services, and company policies.
• Handle customer complaints with professionalism and empathy.
• Identify customer needs and provide appropriate solutions.
• Troubleshoot issues and escalate complex problems to higher support levels.
• Follow up with customers to ensure complete resolution.

Order & Account Management

• Assist customers with order placement, returns, refunds, and account updates.
• Maintain accurate customer records in CRM systems.

Documentation & Reporting

• Log all interactions, issues, and resolutions in the CRM.
• Prepare daily or weekly summaries of customer concerns and trends.

Product Knowledge

• Stay updated on product features, updates, and company policies.
• Educate customers on how to use products or services effectively.
• Work closely with sales, technical support, and operations teams.
• Participate in team meetings and training sessions for continuous improvement.

Required Skills & Qualifications

• Excellent verbal and written communication skills.
• Strong problem-solving and multitasking abilities.
• Basic computer skills; experience with CRM tools (Salesforce, Zendesk, Freshdesk).
• Positive attitude and customer-centric mindset.

Job Details

• Seniority level: Mid-Senior level
• Employment Type: Full-time
• Job function: Customer Service
• Industries: IT Services, IT Consulting, Staffing and Recruiting