Roles and Responsibilities:-

- Handle customer inquiries and provide accurate and timely responses via phone, email, or chat.

- Resolve customer complaints and issues professionally and efficiently.

- Collaborate with other departments to ensure prompt resolution of customer concerns.

- Maintain a high level of product knowledge to effectively address customer inquiries.

- Identify and implement process improvements to enhance the overall customer experience.

- Monitor customer satisfaction levels and implement strategies to improve customer retention.

- Train and mentor junior customer service representatives to ensure consistent service delivery.

- Prepare and analyze customer service reports to identify trends and areas for improvement.

- Assist in the development and implementation of customer service policies and procedures.

- Stay updated on industry trends and best practices to provide exceptional customer service.

Qualifications:-

- Bachelor's degree in Business Administration or a related field.

- Minimum of 1 year of experience in a customer service role, preferably in a supervisory capacity.

- Excellent verbal and written communication skills.

- Strong problem-solving and decision-making abilities.

- Ability to work well under pressure and meet tight deadlines.

- Proficient in using customer service software and Microsoft Office Suite.

- Exceptional interpersonal skills and the ability to build rapport with customers.

- Detail-oriented with excellent organizational skills.

- Ability to work independently and as part of a team.

- Flexibility to work in shifts, including weekends and holidays, if required.

Soft Skills:-

- Excellent verbal and written communication skills.

- Strong problem-solving and decision-making abilities.

- Ability to handle multiple tasks simultaneously while maintaining attention to detail.

- Customer-focused mindset with a genuine passion for delivering exceptional service.

- Proficient in using customer service software, CRM systems, and Microsoft Office Suite.

- Ability to work in a fast-paced environment and adapt to changing priorities.

- Empathy and patience when dealing with frustrated or upset customers.

Technical Skills:-

- Proficiency in using basic Excel functions, such as data entry, sorting, filtering, and basic formulas, is valuable for organizing and analyzing customer data, creating reports, and maintaining accurate records.

- Familiarity with tracking websites and systems (e.g., shipment tracking platforms) enables you to assist customers in tracking their orders, providing real-time updates, and addressing any delivery-related concerns.

- Strong email management skills, including drafting professional and concise emails, organizing and prioritizing incoming emails, and responding promptly, are essential for efficient communication with customers and colleagues.