Customer Service Representative - Tier 2

Job Description

As a Customer Service Representative (Tier 2) at our clients fast-paced e-commerce company in Thane, Maharashtra, your role involves handling escalated customer inquiries and complaints with professionalism and efficiency. You will investigate complex customer issues, collaborate with other departments to provide solutions, offer in-depth product knowledge, and maintain detailed records of interactions in the CRM system. Additionally, you will identify trends in customer issues, assist in training Tier 1 representatives, adhere to company policies, and contribute to achieving key performance indicators.**Key Responsibilities:**- Handle escalated customer inquiries and complaints via phone, email, and chat with professionalism and efficiency.- Investigate complex customer issues, diagnose root causes, and provide effective solutions.- Collaborate with other departments to resolve customer problems.- Provide in-depth product knowledge and troubleshooting assistance.- Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.- Identify trends in customer issues and provide feedback to management for process improvements.- Assist in training and mentoring Tier 1 customer service representatives.- Ensure all customer interactions adhere to company policies and service standards.- Contribute to achieving key performance indicators (KPIs) such as customer satisfaction, resolution time, and first-contact resolution.- Handle customer feedback and reviews constructively to improve the overall customer experience.**Qualifications:**- Proven experience as a Customer Service Representative, preferably in a Tier 2 or escalated support role.- Excellent communication, listening, and interpersonal skills.- Strong problem-solving and analytical abilities with a keen attention to detail.- Proficiency in using CRM software and customer service tools.- Ability to remain calm and composed under pressure.- Experience working in a hybrid work environment, balancing on-site and remote responsibilities.- Knowledge of e-commerce operations is a plus.- High school diploma or equivalent; a college degree is preferred.- Ability to work independently and as part of a collaborative team.This is an excellent opportunity to advance your career in customer service within a supportive and dynamic team in Thane, Maharashtra, offering a competitive salary and benefits. As a Customer Service Representative (Tier 2) at our clients fast-paced e-commerce company in Thane, Maharashtra, your role involves handling escalated customer inquiries and complaints with professionalism and efficiency. You will investigate complex customer issues, collaborate with other departments to provide solutions, offer in-depth product knowledge, and maintain detailed records of interactions in the CRM system. Additionally, you will identify trends in customer issues, assist in training Tier 1 representatives, adhere to company policies, and contribute to achieving key performance indicators.**Key Responsibilities:**- Handle escalated customer inquiries and complaints via phone, email, and chat with professionalism and efficiency.- Investigate complex customer issues, diagnose root causes, and provide effective solutions.- Collaborate with other departments to resolve customer problems.- Provide in-depth product knowledge and troubleshooting assistance.- Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.- Identify trends in customer issues and provide feedback to management for process improvements.- Assist in training and mentoring Tier 1 customer service representatives.- Ensure all customer interactions adhere to company policies and service standards.- Contribute to achieving key performance indicators (KPIs) such as customer satisfaction, resolution time, and first-contact resolution.- Handle customer feedback and reviews constructively to improve the overall customer experience.**Qualifications:**- Proven experience as a Customer Service Representative, preferably in a Tier 2 or escalated support role.- Excellent communication, listening, and interpersonal skills.- Strong problem-solving and analytical abilities with a keen attention to detail.- Proficiency in using CRM software and customer service tools.- Ability to remain calm and composed under pressure.- Experience working in a hybrid work environment, balancing on-site and remote responsibilities.- Knowledge of e-commerce operations is a plus.- High school diploma or equivalent; a college degree is preferred.- Ability to work independently and as part of a collaborative team.This is an excellent opportunity to advance your career in customer service within a supportive and dynamic team in Thane, Maharashtra, offering a competitive salary and benefits.

Keyskills :
Customer ServiceCommunicationProblemsolvingAnalytical AbilitiesCRM Software