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Customer Care Representative

0.00 to 4.00 Years   Panchkula   01 Apr, 2024
BHARTI HR CLEANER WALA ZEEVIKA JOBS Hiring For Optistaff Solution Private Limited
Job LocationPanchkula
EducationNot Mentioned
SalaryRs 1.5 - 3.0 Lakh/Yr
IndustryPharma / Biotech
Functional AreaCustomer Service (Domestic)
EmploymentTypeFull-time

Job Description

    The Customer Care Representative plays a crucial role in providing exceptional customer service and support to clients or customers of the organization. They serve as the primary point of contact for inquiries, issues, and feedback, aiming to ensure customer satisfaction and retention.Key Responsibilities:
    1. Customer Support:
      • Respond promptly to customer inquiries via phone, email, chat, or social media channels.
      • Address customer concerns, complaints, and questions with professionalism and empathy.
      • Provide accurate and timely information about products, services, pricing, and policies.
    2. Order Processing and Management:
      • Assist customers with placing orders, processing payments, and tracking shipments.
      • Coordinate with internal teams (such as sales, logistics, and billing) to ensure seamless order fulfillment.
      • Handle order cancellations, returns, and exchanges according to established procedures.
    3. Issue Resolution:
      • Investigate and troubleshoot customer issues or technical problems, escalating complex issues to appropriate departments if necessary.
      • Follow up with customers to ensure their issues are resolved satisfactorily and in a timely manner.
      • Document customer interactions and resolutions in the companys CRM (Customer Relationship Management) system.
    4. Customer Feedback and Satisfaction:
      • Solicit feedback from customers regarding their experiences with products or services.
      • Actively listen to customer concerns and suggestions, and relay feedback to relevant departments for continuous improvement.
      • Monitor customer satisfaction metrics (such as Net Promoter Score or customer satisfaction surveys) and take corrective actions as needed.
    5. Product Knowledge and Training:
      • Stay informed about the organizations products, services, promotions, and policies.
      • Participate in ongoing training and development sessions to enhance product knowledge and customer service skills.
      • Share product updates and educational materials with customers to increase their understanding and usage of products.
    6. Cross-Selling and Up-Selling:
      • Identify opportunities to recommend additional products or services that meet customers needs or preferences.
      • Effectively communicate product features, benefits, and pricing to encourage cross-selling and up-selling opportunities.
      • Meet or exceed sales targets and performance metrics related to revenue generation.
    7. Team Collaboration:
      • Collaborate with colleagues and team members to share best practices, resolve issues, and ensure a cohesive customer service experience.
      • Participate in team meetings, huddles, or training sessions to align goals and strategies.
    Qualifications and Skills:
    • High school diploma or equivalent; bachelors degree preferred.
    • Proven experience in customer service or a related field, preferably in a call center or customer care environment.
    • Excellent communication skills, both verbal and written, with a strong command of the English language.
    • Empathy and patience in dealing with customer concerns and complaints.
    • Proficiency in using customer service software, CRM systems, and other relevant tools.
    • Strong problem-solving abilities and attention to detail.
    • Ability to multitask, prioritize tasks, and manage time effectively in a fast-paced environment.
    • Positive attitude, resilience, and a commitment to delivering exceptional customer experiences.
    • Flexibility to work in shifts, including evenings, weekends, and holidays, as needed.
    Call & Whatsapp - hidden_mobile , hidden_mobile

Keyskills :
customer relationshipcustomer carecustomer service managementcustomer supportcustomer service delivery

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