Customer Support Representative

ShrinQ Consulting Group Inc; Kakinada; On-site; INR 250,000 - 400,000; 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 Support Representative to assist customers via phone, email, chat and social channels, resolving issues and delivering a positive experience.

You will maintain CRM records, collaborate with teams, meet CSAT targets, and stay updated on products and policies while delivering timely solutions.

Qualifications

• Bachelor's degree preferred
• 0-3 years in customer service or similar role
• Excellent verbal and written communication
• Strong problem-solving and conflict-resolution abilities
• Basic computer proficiency; Microsoft Office familiarity
• Ability to multitask in a fast-paced environment
• Strong interpersonal and customer-first mindset

Responsibilities

• Respond to customer inquiries via phone, email, chat and other channels.
• Resolve complaints and provide solutions within timelines.
• Maintain accurate records in the CRM system.
• Escalate complex issues to appropriate departments.
• Provide product and service information to customers.
• Follow up to ensure issues are resolved.
• Meet or exceed 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 support processes and satisfaction.

Skills

Bachelor's degree

0-3 years experience

Verbal & written communication

Problem solving

Microsoft Office

Multitasking

Interpersonal skills

Education

Bachelor's degree (any discipline)

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)