Customer Service Associate

We are looking for customer-focused and communication-oriented individuals to join the Customer Service team. The role involves

handling customer interactions, resolving queries and complaints, providing accurate information, and ensuring a positive customer

experience.

Key Responsibilities

 Handle inbound customer calls and respond to customer queries professionally.

 Assist customers with queries related to orders, deliveries, products, services, and complaints.

 Understand customer requirements and provide appropriate resolutions.

 Register and update customer complaints/requests accurately in the CRM system.

 Coordinate with relevant internal teams for order, delivery, service, or complaint resolution.

 Follow up on open customer requests and ensure timely closure.

 Maintain accurate records of customer interactions and transactions.

 Adhere to defined quality, productivity, service-level, and process compliance standards.

 Escalate unresolved or critical issues to the appropriate team as per the escalation matrix.

 Maintain a professional and customer-friendly approach during every interaction.

 Capture customer feedback and highlight recurring issues to the concerned team.

Candidate Requirements

 Minimum Graduate preferred.

 Good verbal and written communication skills.

 Proficiency in English and Hindi; knowledge of an additional regional language will be an advantage.

 Basic computer knowledge and familiarity with MS Office/CRM applications.

 Good listening, problem-solving, and interpersonal skills.

 Ability to handle customer complaints and difficult conversations professionally.

 Willingness to work in rotational shifts, including weekends, as per business requirements.

 Prior experience in a customer service/contact center/BPO environment will be an advantage.

Key Skills

 Customer Service

 Communication Skills

 Active Listening

 Problem Solving

 Complaint Handling

 CRM Handling

 Email/Chat Etiquette

 Escalation Management

 Attention to Detail

 Customer Experience

Performance Parameters

The selected candidates will be measured on parameters such as:

 Customer Satisfaction (CSAT)

 First Call Resolution (FCR)

 Quality Score

 Average Handling Time (AHT)

 Service Level / Productivity

 Attendance & Adherence

 Process Compliance

Preferred Experience

0–2 years of experience in customer service, BPO, contact center, retail, FMCG, or related customer-facing roles. Freshers with good

communication skills may also be considered.