- Job Role: Back-End / Blended / Customer Service-Email + Chat + Voice
- Experience (In Years): 0-3
- Job Location: Pune
The Customer Service Advisor is responsible for delivering exceptional customer experiences across multiple channels. This role focuses on resolving queries efficiently, maintaining high Customer Satisfaction (C-SAT) scores, and ensuring every interaction reflects the company’s commitment to quality service.
Responsibilities
- Handle customer inquiries via chat phone, email, , or other platforms with professionalism and empathy.
- Provide exceptional service by actively listening, understanding needs, and offering accurate solutions.
- Maintain and improve C-SAT scores by ensuring timely and effective resolution of issues.
- Document interactions and update systems accurately to ensure seamless follow-up.
- Collaborate with internal teams to resolve complex issues and enhance customer experience.
- Adhere to company policies, compliance standards, and service-level agreements (SLAs).
Required Skills & Competencies:- Strong communication skills (verbal and written).
- Customer-centric mindset with problem-solving ability.
- Ability to manage multiple tasks and work under pressure.
- Positive attitude and adaptability in a fast-paced environment.
Performance Metrics:- Customer Satisfaction (C-SAT) score achievement.
- First Contact Resolution (FCR) rate.
- Average Handling Time (AHT) compliance.
- Quality assurance scores.
Qualifications
- Minimum: High School Diploma or equivalent (Graduate preferred).
- Prior experience in customer service or related field is an advantage.
