Handle customer inquiries via email, chat ,incoming & outgoing calls, WhatsApp, and social media.
Resolve customer complaints and provide appropriate solutions within the defined turnaround time.
Maintain accurate customer records and update CRM systems.
Escalate complex issues to the relevant teams and follow up until resolution.
Meet defined KPIs such as CSAT, SLA, AHT, First Response Time, and Resolution Time.
Ensure all customer interactions are professional, empathetic, and aligned with the brand's tone of voice.
Identify recurring customer issues and share feedback with internal teams for process improvement.

Requirements

Bachelor's degree in any field.

1–3 years of experience in customer support/customer service (freshers with excellent communication skills are welcome).

Excellent verbal and written communication skills.

Experience with CRM software and omni channel customer support.

Strong time management, multitasking, and organizational skills.

Attention to detail with a commitment to delivering high-quality customer service.

Good problem-solving and interpersonal skills.

Proficiency in Microsoft Excel and MS Office applications.

Compétences requises

Omnichannel customer communication (email, chat, calls, WhatsApp, social media)Customer complaint resolutionCRM software proficiency and CRM data maintenanceIssue escalation and stakeholder follow-upCustomer support KPI monitoring (CSAT, SLA, AHT, First Response Time, Resolution Time)Empathetic communication and brand tone adherenceRoot cause identification and feedback for process improvementTime management and multitaskingAttention to detail and quality-focused executionProblem solvingInterpersonal communication and relationship managementMicrosoft Excel and MS Office proficiency

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