Senior Customer Service Representative

1. Handle inbound and outbound calls professionally, addressing customer inquiries, complaints, and requests related to Traya products/services.

2. Provide accurate and comprehensive information to customers, guiding them through solutions and product features.

3. Document all customer interactions, feedback, and resolutions accurately in the CRM system.

4. Collaborate with internal teams to resolve complex customer issues and ensure a seamless customer experience.

5. Meet or exceed daily and weekly performance metrics for call quality, resolution time, and customer satisfaction.

Requirements:

1. Proven experience (1-3 years) in a customer service voice process, preferably in a healthcare or wellness domain.

2. Excellent verbal communication skills in English and Hindi; proficiency in regional languages is a plus.

3. Ability to work effectively in a fast-paced, target-driven environment.

4. Strong problem-solving abilities and a customer-centric approach.

5. Flexibility to work in rotational shifts, including weekends and public holidays.

Skills:

1. Active listening and strong interpersonal communication.

2. Empathy and ability to build rapport with customers.

3. Conflict resolution and de-escalation techniques.

4. Proficient in using CRM software and other customer service tools.

5. Time management and organizational skills to handle multiple tasks efficiently.

Qualifications:

1. High School Diploma or equivalent (10+2/PUC).

2. Bachelor's degree preferred.

3. Basic computer literacy and typing speed.

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