Customer Service Agent

Department: Call Center/Customer Service

Reports To: Supervisor, Call Center Performance Quality

Summary:

We're seeking a dedicated Customer Service Agent to become an integral part of our call center team. Your mission will be to deliver outstanding customer service and support by addressing inquiries, resolving concerns, and ensuring every interaction leaves a positive impression. Leveraging Gorgias as your primary tool, you'll excel in handling inbound calls and providing timely, accurate solutions. If you have a knack for communication, enjoy problem-solving, and are driven to achieve performance goals, we'd love to hear from you.

This is an in-person position, located in our office in Mumbai. 304 Mahavir Industrial Estate Cst Road Kalina Santacruz East Mumbai +8

Working hours are Monday - Friday, 8:30 AM - 5:30 PM EST.

Key Responsibilities:

Customer Interaction:
• Handle inbound customer calls promptly and professionally, utilizing Gorgias to access customer information and history.
• Actively listen to customer inquiries and concerns, demonstrating empathy and understanding.
• Provide accurate and timely information, resolving customer issues efficiently and effectively.
• Maintain a positive and friendly demeanor throughout all customer interactions.
• Strive to exceed customer expectations, ensuring a high level of satisfaction.

Call Handling:
• Adhere to established call handling procedures and scripts, ensuring consistency and quality.
• Accurately document all call details and customer interactions in Gorgias.
• Follow up on customer inquiries and requests as needed.
• Escalate complex or unresolved issues to the supervisor for further assistance.
• Maintain confidentiality of customer information and adhere to data protection policies.

Performance Goals:
• Achieve individual and team performance targets, including call volume, call duration, and customer satisfaction ratings.
• Participate in regular performance reviews and coaching sessions to enhance skills and knowledge.
• Actively seek feedback and opportunities for development.
• Demonstrate a commitment to continuous improvement and achieving excellence in customer service.

Gorgias Utilization:
• Effectively utilize Gorgias to access customer information, manage call queues, and document interactions.
• Stay current on Gorgias updates and utilize new features to enhance efficiency.
• Provide feedback to the supervisor on opportunities to leverage Gorgias to streamline processes.

Teamwork and Collaboration:
• Foster a positive and supportive team environment.
• Collaborate with colleagues to share best practices and resolve customer issues.
• Participate in team meetings and training sessions to enhance skills and knowledge.
• Contribute to a culture of continuous learning and development.

Qualifications:
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Customer-centric attitude with a focus on providing exceptional service.
• Ability to work effectively under pressure and manage multiple tasks simultaneously.
• Proficient in computer skills and comfortable using CRM systems.
• Previous experience in customer service is preferred but not required.
• High school diploma or equivalent.

Compensation:
• Salary range based on experience and qualifications.

Job Type: Full-time

Work Location: In person Read more