Customer Support Representative

ShrinQ Consulting Group Inc; Ernakulam; On-site; INR 300,000 - 420,000; Full time

Benefits offered by this job

Competitive salary

Health insurance

Paid time off

Performance incentives

Training and career development

Flexible work arrangements

Job summary

ShrinQ Consulting Group Inc is seeking a customer-focused and proactive Customer Support Representative to provide exceptional service across phone, email, chat, and social media.

The role involves promptly responding to inquiries, resolving issues within timelines, maintaining CRM records, and collaborating with teams to enhance the customer experience; a bachelor’s degree is preferred and experience with CRM tools is a plus.

Qualifications

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

Responsibilities

• Respond to customer inquiries via phone, email, chat, and other support channels.
• Resolve customer complaints and provide 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 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.

Skills

Customer Service

Communication

Problem Solving

Time Management

Empathy

Teamwork

Attention to Detail

Multitasking

Active Listening

Education

Bachelor's degree

Tools

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)