Location: Kochi
Job Type: Full-Time
Shift: Rotational Shifts
Job Summary:
We are seeking dedicated and enthusiastic individuals to join our dynamic team as Customer Service Representatives for our BPO/Call Centre operations. This role involves handling both inbound and outbound calls, providing exceptional service to customers, and ensuring a high level of satisfaction. As a Customer Service Representative, you will be responsible for addressing customer inquiries, resolving issues, and delivering outstanding support in a fast-paced environment.
Key Responsibilities:
- Inbound Customer Service: Handle incoming calls from customers, addressing their queries, providing accurate information, and resolving issues efficiently and professionally.
- Outbound Customer Service: Make outgoing calls to customers for various purposes, including surveys, follow-ups, promotions, or service updates.
- Customer Interaction: Maintain a positive and empathetic attitude while interacting with customers, ensuring their needs are met and their concerns are addressed.
- Problem Solving: Identify and resolve customer issues promptly, escalating complex matters to higher authorities as needed.
- Documentation: Accurately document customer interactions, transactions, comments, and complaints in the company’s CRM system.
- Performance Goals: Meet or exceed performance metrics, including call handling times, customer satisfaction scores, and quality assurance standards.
- Team Collaboration: Work collaboratively with team members and supervisors to achieve team goals and contribute to a positive work environment.
Qualifications:
- Educational Requirement: Freshers or individuals with prior experience in customer service roles. Minimum qualification of a degree is required.
- Language Skills: Fluency in Malayalam is essential. Ability to communicate clearly and effectively in Malayalam, both verbally and in writing.
- Communication Skills: Excellent verbal and written communication skills, with the ability to articulate information clearly and professionally.
- Technical Skills: Basic proficiency in using computers and familiarity with CRM software is preferred.
- Flexibility: Willingness to work in rotational shifts, including evenings, weekends, and holidays as required by the operational needs.
Desired Attributes:
- Customer-Centric Attitude: A strong commitment to providing exceptional customer service and ensuring customer satisfaction.
- Problem-Solving Ability: Adept at identifying issues, finding solutions, and making decisions in a fast-paced environment.
- Team Player: Ability to work effectively as part of a team, supporting colleagues and contributing to a collaborative work atmosphere.
- Adaptability: Capable of adapting to changing environments, processes, and technologies with a positive attitude.
Benefits:
- Competitive Salary: Attractive compensation package commensurate with experience and qualifications.
- Career Growth: Opportunities for professional development and career advancement within the organization.
- Training: Comprehensive training programs to enhance skills and knowledge.
- Work Environment: Positive and supportive work culture with a focus on employee well-being.
If you are passionate about delivering exceptional customer service and thrive in a dynamic work environment, we encourage you to apply for this exciting opportunity.