Customer Service Representative

Department: Customer Service Representative
Project Location(s): Surat
Education: Diploma, College Degree
Job Roles and Responsibilities
Manage large amounts of incoming calls
Generate sales leads
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with customer accounts through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Meet personal/customer service team sales targets and call handling quotas
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Take the extra mile to engage customers
Job Specification
Qualification

Excellent communication and presentation skills
High school diploma or equivalent; college degree preferred
Experience

Proven customer support experience
Track record of over-achieving quota
Ability to multi-task, prioritize and manage time effectively
Skills

The Ability to Listen Closely to Customers
Clear Verbal Communication
Data Entry and Basic Computer Skills
Time Management Skills
Professionalism
Flexibility
Problem solving
Product knowledge
Teamwork Skills
Creativity
KPI (Key Performance Indicators)of Customer Service Representative

Average %of Calls Blocked
Average % Time in Queue
Average % Abandonment Rate
Average % Service Level
Average% Speed of Answer
Average % Handle Time
Average % after Call Work Time
Average % First Call Resolution
Average % Customer Satisfaction Read more