Senior Customer Service Representative

Job Description

We are looking for a customer-focused and solution-oriented Senior Customer Service Representative to deliver exceptional customer experiences across multiple communication channels. The role involves handling complex customer queries, resolving escalations, mentoring junior team members, and ensuring service excellence while maintaining high customer satisfaction standards. Key Responsibilities Manage customer inquiries through phone, email, chat, and other support channels. Resolve customer complaints, concerns, and escalations in a timely and professional manner. Deliver outstanding customer service while maintaining service level agreements (SLAs). Investigate and troubleshoot customer issues, coordinating with internal teams when required. Monitor customer interactions to identify recurring issues and recommend process improvements. Maintain accurate records of customer interactions, transactions, and resolutions in CRM systems. Support onboarding and training of new customer service team members. Assist in developing customer service procedures, knowledge base articles, and best practices. Analyze customer feedback and share insights with management to enhance customer experience. Act as a subject matter expert for products, services, policies, and customer processes. Collaborate with sales, operations, logistics, finance, and technical teams to ensure seamless customer support. Track and achieve customer satisfaction, quality, and productivity targets. Required Qualifications Bachelors degree in Business Administration, Communications, Commerce, or a related field. 38 years of experience in customer service, customer support, client servicing, or contact center operations. Proven experience handling customer escalations and complex issue resolution. Strong verbal and written communication skills. Excellent problem-solving and conflict-resolution abilities. Experience working with CRM platforms and customer support tools. Ability to multitask and manage high volumes of customer interactions. Strong attention to detail and customer-centric mindset. Preferred Qualifications Experience in B2B, SaaS, e-commerce, retail, banking, telecom, healthcare, or service-based industries. Exposure to customer experience (CX) initiatives and service quality programs. Experience mentoring or guiding junior customer service representatives. Knowledge of customer satisfaction metrics such as CSAT, NPS, and FCR. We are looking for a customer-focused and solution-oriented Senior Customer Service Representative to deliver exceptional customer experiences across multiple communication channels. The role involves handling complex customer queries, resolving escalations, mentoring junior team members, and ensuring service excellence while maintaining high customer satisfaction standards. Key Responsibilities Manage customer inquiries through phone, email, chat, and other support channels. Resolve customer complaints, concerns, and escalations in a timely and professional manner. Deliver outstanding customer service while maintaining service level agreements (SLAs). Investigate and troubleshoot customer issues, coordinating with internal teams when required. Monitor customer interactions to identify recurring issues and recommend process improvements. Maintain accurate records of customer interactions, transactions, and resolutions in CRM systems. Support onboarding and training of new customer service team members. Assist in developing customer service procedures, knowledge base articles, and best practices. Analyze customer feedback and share insights with management to enhance customer experience. Act as a subject matter expert for products, services, policies, and customer processes. Collaborate with sales, operations, logistics, finance, and technical teams to ensure seamless customer support. Track and achieve customer satisfaction, quality, and productivity targets. Required Qualifications Bachelors degree in Business Administration, Communications, Commerce, or a related field. 38 years of experience in customer service, customer support, client servicing, or contact center operations. Proven experience handling customer escalations and complex issue resolution. Strong verbal and written communication skills. Excellent problem-solving and conflict-resolution abilities. Experience working with CRM platforms and customer support tools. Ability to multitask and manage high volumes of customer interactions. Strong attention to detail and customer-centric mindset. Preferred Qualifications Experience in B2B, SaaS, e-commerce, retail, banking, telecom, healthcare, or service-based industries. Exposure to customer experience (CX) initiatives and service quality programs. Experience mentoring or guiding junior customer service representatives. Knowledge of customer satisfaction metrics such as CSAT, NPS, and FCR.

Keyskills :
customer serviceconflict resolutioncommunication skillsproblemsolvingCRM platforms