Customer Service Representative

Department: Customer Service Representative Project Location(s): Surat Education: Diploma, College Degree Job Roles and Responsibilities • Manage large amounts of incoming calls • Generate sales leads • Identify and assess customers’ needs to achieve satisfaction • Build sustainable relationships and trust with customer accounts through open and interactive communication • Provide accurate, valid and complete information by using the right methods/tools • Meet personal/customer service team sales targets and call handling quotas • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution • Keep records of customer interactions, process customer accounts and file documents • Follow communication procedures, guidelines and policies • Take the extra mile to engage customers Job Specification Qualification • Excellent communication and presentation skills • High school diploma or equivalent; college degree preferred Experience • Proven customer support experience • Track record of over-achieving quota • Ability to multi-task, prioritize and manage time effectively Skills • The Ability to Listen Closely to Customers • Clear Verbal Communication • Data Entry and Basic Computer Skills • Time Management Skills • Professionalism • Flexibility • Problem solving • Product knowledge • Teamwork Skills • Creativity KPI (Key Performance Indicators)of Customer Service Representative • Average %of Calls Blocked • Average % Time in Queue • Average % Abandonment Rate • Average % Service Level • Average% Speed of Answer • Average % Handle Time • Average % after Call Work Time • Average % First Call Resolution • Average % Customer Satisfaction