Customer Support Representative

ShrinQ Consulting Group Inc; Ballari District; On-site; INR 300,000 - 450,000; Full time

Benefits offered by this job

Competitive salary

Health insurance

Paid time off

Performance incentives

Training & career development

Flexible work arrangements

Job summary

ShrinQ Consulting Group Inc is seeking a Customer Support Representative to provide multi-channel assistance across phone, email, chat, and social media. You will handle inquiries, resolve issues promptly, and maintain accurate records in the CRM to ensure a positive customer experience.

The role emphasizes on-site teamwork in Karnataka, India, with opportunities for training, career development, and performance incentives, fostering a customer-first mindset.

Qualifications

• Bachelor's degree preferred in any discipline.
• 0-3 years of customer service experience.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Basic computer proficiency and MS Office.
• Ability to multitask in a fast-paced environment.
• Customer-first mindset and strong interpersonal skills.

Responsibilities

• Respond to customer inquiries via phone, email, chat, and other support channels.
• Resolve customer complaints and provide solutions within timelines.
• Maintain accurate records of customer interactions in the CRM.
• Escalate complex issues when necessary.
• Provide product and service information to customers.
• Follow up to ensure issues are fully resolved.
• Meet CSAT, response time, and productivity targets.
• Collaborate with internal teams to improve customer experience.
• Stay updated on products, services, and policies.
• Identify opportunities to improve processes and satisfaction.

Skills

Verbal & written communication

Problem solving

Multitasking

Interpersonal skills

Customer-first mindset

Education

Bachelor's degree in any discipline

Tools

CRM systems (Salesforce, Zendesk, Freshdesk, HubSpot)

Job description

Job Summary

We are seeking a customer-focused and proactive Customer Support Representative to provide exceptional service to our customers. The ideal candidate will handle customer inquiries, resolve issues efficiently, and ensure a positive customer experience through various communication channels, including phone, email, chat, and social media.

Key Responsibilities

• Respond to customer inquiries via phone, email, chat, and other support channels.
• Resolve customer complaints and provide appropriate solutions within established timelines.
• Maintain accurate records of customer interactions in the CRM system.
• Escalate complex issues to the appropriate departments when necessary.
• Provide product and service information to customers.
• Follow up with customers to ensure issues are fully resolved.
• Meet or exceed customer satisfaction (CSAT), response time, and productivity targets.
• Collaborate with internal teams to improve customer experience.
• Stay updated on company products, services, and policies.
• Identify opportunities to improve support processes and customer satisfaction.

Required Qualifications

• Bachelor's degree in any discipline (preferred).
• 0-3 years of experience in customer service, customer support, or a similar role.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Basic computer proficiency and familiarity with Microsoft Office.
• Ability to multitask and work in a fast-paced environment.
• Strong interpersonal skills and a customer-first mindset.

Preferred Qualifications

• Experience using CRM tools such as Salesforce, Zendesk, Freshdesk, or HubSpot.
• Experience in BPO, SaaS, e-commerce, or technical support.
• Multilingual communication skills are an advantage.

Key Skills

• Customer Service
• Active Listening
• Communication Skills
• Problem Solving
• Time Management
• Empathy
• CRM Software
• Email & Chat Support
• Teamwork
• Attention to Detail

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• First Response Time (FRT)
• First Contact Resolution (FCR)
• Average Handling Time (AHT)
• Quality Assurance (QA) Score
• Customer Retention Rate

Benefits

• Competitive salary
• Health insurance
• Paid time off
• Performance incentives
• Training and career development
• Flexible work arrangements (where applicable)