Customer Service Representative

Customer Service Representative

Project Role : Customer Service Representative
Project Role Description : Provide functional, technical or administrative support to resolve customer problems and queries.
Must have skills : ServiceNow Customer Service Management (CSM)
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
As a Customer Service Representative, a typical day involves engaging with customers to address their concerns and inquiries through various communication channels. The role includes coordinating with different teams to ensure timely resolution of issues, managing case documentation, and following up on pending requests. This position requires maintaining a customer-focused approach while handling multiple tasks efficiently and contributing to a positive service experience. The role also involves adapting to evolving customer needs and organizational processes to support overall service excellence.

Roles & Responsibilities:
- Expected to perform independently and become an SME.
- Required active participation/contribution in team discussions.
- Contribute in providing solutions to work related problems.
- Collaborate with cross-functional teams to streamline customer service processes and improve response times.
- Maintain accurate records of customer interactions and transactions to support service quality and reporting.
- Assist in identifying recurring issues and suggest improvements to enhance customer satisfaction.
- Support junior team members by sharing knowledge and providing guidance when necessary.

Professional & Technical Skills:
- Must To Have Skills: Proficiency in ServiceNow Customer Service Management (CSM).
- Strong problem-solving abilities with a focus on customer-centric solutions.
- Excellent communication skills to effectively interact with customers and internal teams.
- Ability to manage multiple cases simultaneously while maintaining attention to detail.
- Familiarity with case management workflows and service level agreements.
- Capability to analyze customer feedback and contribute to continuous service improvement.

Additional Information:
- The candidate should have minimum 3 years of experience in ServiceNow Customer Service Management (CSM).
- This position is based at our Hyderabad office.
- A 15 years full time education is required.