FIRSTSOURCE

Vrinda International; Mumbai; On-site; INR 250,000 - 450,000; Full time

Job summary

Vrinda International in Malad, Mumbai, is seeking a Customer Service Representative to join its IT Services division. You will handle customer queries via voice calls and live chat, delivering clear, empathetic support to ensure timely resolutions.

The role emphasizes active listening, effective problem solving, and accurate documentation of interactions in the helpdesk system. You will be the first point of contact, upholding reliability and responsiveness.

Qualifications

• Experience in customer service and relationship management.
• Excellent verbal and written communication.
• Proficiency in basic computer operations.
• Strong active listening and empathy.
• Ability to troubleshoot and resolve issues.
• Experience with voice and chat support.

Responsibilities

• Handle customer queries via voice calls and live chat.
• Understand issues with active listening and provide solutions.
• Resolve technical and non-technical problems.
• Maintain positive relationships to ensure satisfaction.
• Document interactions in support systems.
• Communicate information clearly in speech and writing.
• Adhere to established protocols for handling data and requests.

Skills

Customer service

Communication

Active listening

Problem solving

Chat support

Tools

CRM software

Ticketing system

Job description

Malad, Mumbai, India

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Job Description

Job Description: Customer Service Representative

Summary

We are seeking a dedicated professional to join our IT Services division, where the primary focus is delivering exceptional support through voice and chat channels. This role is pivotal in managing customer interactions, resolving inquiries efficiently, and maintaining high standards of service quality. The ideal candidate will serve as the first point of contact, ensuring that client needs are addressed promptly while upholding the company's reputation for reliability and responsiveness.

Responsibilities

• Manage incoming customer queries via voice calls and live chat platforms with professionalism and clarity.
  
• Utilize strong active listening skills to understand client issues and provide accurate solutions.
  
• Resolve technical and non-technical problems by applying effective problem-solving strategies.
  
• Maintain positive and productive relationships with customers to ensure satisfaction and retention.
  
• Document interactions and support cases accurately using basic computer applications.
  
• Communicate complex information clearly and concisely in both spoken and written formats.
  
• Adhere to established protocols for handling customer data and service requests.
  

Requirements

Requirements:

• Proven experience or strong aptitude in customer service and relationship management.
  
• Excellent verbal and written communication abilities to engage effectively with diverse clients.
  
• Solid foundation in basic computer operations and software navigation.
  
• Demonstrated capability in active listening and empathetic customer interaction.
  
• Strong analytical skills to troubleshoot and address customer concerns efficiently.
  
• Proficiency in managing voice processes and chat support environments.
  
• Ability to handle customer queries with patience and a solution-oriented mindset.