Customer Service Representative-Non voice -Chat process

Firstmeridian Global Services; Gurugram District; On-site; INR 227,000 - 324,000; Full time

Job summary

First Meridian Business Services Limited is hiring a Customer Service Executive to join our Customer Experience / Client Operations team in Gurugram. You will be the primary contact for our global customers, delivering support via chat and email, with a focus on fast resolutions.

The role offers 24/7 rotational shifts, on-site work, and opportunities to grow in a dynamic environment. Freshers welcome; experienced candidates can expect higher pay.

Qualifications

• Graduate in any stream; Postgraduates welcome.
• 0–3 years of experience for Executive; freshers welcome.
• Knowledge of Service Now and ERP beneficial.

Responsibilities

• Meet CSAT, FCR, and AHT targets.
• Log all interactions in CRM/ticketing system.
• Escalate complex issues to appropriate teams.
• Adhere to SOPs and data security policies.

Skills

Excellent communication skills

Team player

Attention to detail

Positive attitude

Education

Graduate in any stream

Tools

Service Now

ERP systems

Microsoft Office

Internet Explorer

Job description

Hi Candidate,

Greeting from First Meridian Business Services Limited

C2H role ( Working for Accenture under payroll of First Meridian )

First Meridian Business Services Limited is one of India's leading HR and workforce solutions companies. Established in 2018, the company provides end-to-end human resource services, including staffing, recruitment, IT staffing, managed services, recruitment process outsourcing (RPO), payroll, facility management, and workforce automation. It serves clients across industries such as IT, telecom, retail, BFSI, manufacturing, healthcare, logistics, and e-commerce.

Job Description:

Job Title: Customer Service Executive /

Department: Customer Experience / Client Operations

Salary ;24300 in hand 20,300- freshers

Experienced-29000

Work Mode: [Insert: Work From Office ]

Shift Structure: 24/7 Rotational Shifts & Rotational Week Offs

About the Role

We are looking for energetic, articulate, and customer-focused professionals to join our dynamic support team. As a Customer Service Executive / Senior Executive, you will serve as the primary point of contact for our global customers, delivering exceptional service via [Chat / Email / and other Non-voice support channels]. If you possess a passion for problem-solving, thrive in a fast-paced environment, and boast great communication skills, this is the right place for you to grow your career.

Key Responsibilities

• Maintain Quality Standards: Meet and exceed targets related to Customer Satisfaction (CSAT), First Contact Resolution (FCR), and Average Handling Time (AHT).
• Document Interactions: Log all customer interactions, complaints, and outcomes accurately in the CRM/internal ticketing system.
• Escalate Appropriately: Identify critical or complex escalations and route them to appropriate internal teams.
• Process Adherence: Strictly follow compliance, data security policies, and standard operating procedures (SOPs).

Candidate Profile & Eligibility Criteria

Education: Graduate in any stream (Postgraduates also welcome).

Experience:

For Executive: 0 to 3 years of experience (Freshers with great profiles are welcome).

Knowledge & Skill Requirement

• Ability to demonstrate an efficient use of customer service technologies to complete a customer transaction using Ticket Tracking System (Service Now preferred), ERP systems, Microsoft Office Suite, and Internet Explorer
• Good technical aptitude with an ability to learn quickly
• Excellent verbal and written communication skills

Personal Attributes

• Able to work on a flexible basis as determined by the business needs
• Ability to work under pressure
• Team worker
• Positive Attitude
• Quick Learner
• Punctual and Disciplined
• Good Communication skills
• Customer Focussed
• Results driven
• High standards of Integrity
• Attention to detail