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    customer service - Kolkata, India - Nexus Hire

    Nexus Hire
    Nexus Hire Kolkata, India

    Found in: Talent IN C2 - 6 days ago

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    Description

    Overview

    The CustomerService position is vital to our organization as it serves as theprimary point of contact for our customers. This role plays acrucial part in ensuring customer satisfaction and loyalty througheffective communication andproblemsolving.

    KeyResponsibilities

    • Responding tocustomer inquiries via phone email andchat
    • Resolving customer complaints and issuesin a timely and empathetic manner
    • Providingproduct information and guiding customers in making purchasingdecisions
    • Processing orders returns andexchanges
    • Assisting customers with accountmanagement and billing inquiries
    • Collaboratingwith other departments to escalate and resolve complexissues
    • Recording and maintaining accuratecustomer records and interactiondetails
    • Following up with customers to ensuretheir issues are resolvedsatisfactorily
    • Identifying and implementingprocess improvements to enhance the customerexperience
    • Contributing to a positive teamenvironment and supporting colleagues asneeded
    • Adhering to company policies andprocedures at all times
    • Meeting or exceedingperformance and quality metrics
    • Upselling orcrossselling products and services when opportunitiesarise
    • Participating in ongoing training andskill development
    • Adapting to changes incustomer inquiries products orsystems

    RequiredQualifications

    • High school diploma orequivalent; some college educationpreferred
    • Prior experience in a customerservice or related role
    • Excellent verbal andwritten communication skills
    • Strongproblemsolving abilities and the ability to think on yourfeet
    • Empathetic and patient demeanor whendealing with customers
    • Ability to effectivelymultitask and manage time in a fastpacedenvironment
    • Proven conflict resolution andnegotiation skills
    • Team player with acollaborative and positive attitude
    • Flexibilityand adaptability to handle varying customer needs andinquiries
    • Proficiency in using customer servicesoftware databases and tools
    • Understanding ofcustomer satisfaction metrics and KPIs
    • Abilityto maintain a high level of professionalism andconfidentiality
    • Knowledge of products servicesand industry trends
    • Willingness to workflexible hours and shifts including weekends andholidays
    • Possessing a calm demeanor underpressure and in challengingsituations

    communication,empathy,timemanagement,conflictresolution,teamwork,adaptability

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