Senior Customer Service Representative

Firstsource · IT Services & Consulting

Hyderabad, India
On-site
Posted 2 days ago
Apply by 6 Nov
Customer Service & Support

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About the job

Job Title: Senior Customer Service Representative (Senior Associate)

Location: BSR IT SEZ, Hyderabad

Job Summary:

We are seeking a dedicated and experienced Senior Customer Service Representative (Senior Associate) to join our dynamic team at BSR IT SEZ, Hyderabad. The ideal candidate will possess strong customer service knowledge and a passion for delivering exceptional service to our clients. This role requires a proactive approach to problem-solving and the ability to handle customer inquiries with professionalism and efficiency.

Responsibilities:

Provide outstanding customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction.

Act as a point of contact for escalated customer concerns, demonstrating strong problem-solving skills.

Maintain a thorough understanding of company products and services to effectively assist customers.

Document customer interactions and feedback accurately in the CRM system.

Collaborate with team members to improve processes and enhance the overall customer experience.

Train and mentor junior staff on customer service best practices and company policies.

Analyze customer feedback and trends to identify areas for improvement.

Participate in team meetings and contribute to the development of customer service strategies.

Mandatory Skills:

Proven experience in a customer service role, preferably in a BPO/KPO or call center environment.

Strong knowledge of customer service principles and practices.

Excellent verbal and written communication skills.

Ability to handle difficult situations with empathy and professionalism.

Proficient in using CRM software and other customer service tools.

Strong analytical and problem-solving skills.

Preferred Skills:

Experience in training or mentoring team members.

Familiarity with quality assurance processes in customer service.

Knowledge of industry trends and best practices in customer service.

Ability to work in a fast-paced environment and manage multiple tasks effectively.

Qualifications:

Under Graduates are eligible

Minimum of 3-5 years of experience in customer service, with at least 1 year in a senior or supervisory role.

Proven track record of achieving customer satisfaction and service excellence.

Willingness to work flexible hours, including evenings and weekends as needed.

If you are passionate about customer service and meet the qualifications outlined above, we encourage you to apply for this exciting opportunity to join our team at BSR IT SEZ, Hyderabad.

Apply on Firstsource