Customer Service Representative - Inbound - Urdu/English
The Floor Agent attracts potential customers by answering product and service related questions; suggesting information about other products and services our company and clients offer. The target is to ensure excellent service standards and maintain high customer satisfaction.
To Provide concrete and clear information about the Product to the customers landing on Contact Center.
In case of complaint, ensuring that customers issues are resolved swiftly and professionally along with agreed service levels.
Maintain a high level of customer satisfaction throughout the process from the 1st call to complete problem resolution.
Must suggest the key points to improve the work and efficiency for the contact center to the Senior.
Must follow the grids/ standards/ policies given by the management.
Register all the Orders, complaints, queries and suggestions of customers in the System, take complaints when needed and to avoid unnecessary complaint logging.
Must provide First Call Resolution by taking ownership of the complaint/ information and extending the support if required.
A CSR must update him/herself regarding the products/ policies, to be provided by the clients.
Must participate in the huddles, also necessary to attend any training session/ refresher course being conducted by the Management.
Qualifications
Academic & Professional Qualifications: Bachelor Degree
Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Strong technical understanding of CRMs
- You will be required to receive an incoming call from customers and place their orders in the system and collaborate with clients & customers to ensure smooth delivery of the order
- Etiquettes of Customer handling, basic computer skills, Customer Service oriented, clear and concise communication skills (Fluent English will be preferred)
- Focus on quality and attention to detail.
- Manage large amounts of incoming calls.
- Shifts: Evening & Night
Working Conditions: Can be exposed to high volume of calls requiring quick actions.
Additional Information
- Subsidised Lunch
- Games
- Septem Recreational Club
- Company Treats
- Bonuses on KPI Achievements