Senior Customer Service Representative (Senior Associate)

Firstsource Hyderabad Senior CSR

Description

• Job Title: Senior Customer Service Representative (Senior Associate)

• Location: BSR IT SEZ, Hyderabad

Job Summary

We are seeking a dedicated and experienced Senior Customer Service Representative (Senior Associate) to join our dynamic team at BSR IT SEZ, Hyderabad. The ideal candidate will possess strong customer service knowledge and a passion for delivering exceptional service to our clients. This role requires a proactive approach to problem-solving and the ability to handle customer inquiries with professionalism and efficiency.

Responsibilities

• Provide outstanding customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction.
• Act as a point of contact for escalated customer concerns, demonstrating strong problem-solving skills.
• Maintain a thorough understanding of company products and services to effectively assist customers.
• Document customer interactions and feedback accurately in the CRM system.
• Collaborate with team members to improve processes and enhance the overall customer experience.
• Train and mentor junior staff on customer service best practices and company policies.
• Analyze customer feedback and trends to identify areas for improvement.
• Participate in team meetings and contribute to the development of customer service strategies.

Mandatory Skills:

• Proven experience in a customer service role, preferably in a BPO/KPO or call center environment.
• Strong knowledge of customer service principles and practices.
• Excellent verbal and written communication skills.
• Ability to handle difficult situations with empathy and professionalism.
• Proficient in using CRM software and other customer service tools.
• Strong analytical and problem-solving skills.

Preferred Skills:

• Experience in training or mentoring team members.
• Familiarity with quality assurance processes in customer service.
• Knowledge of industry trends and best practices in customer service.
• Ability to work in a fast-paced environment and manage multiple tasks effectively.

Qualifications

• Under Graduates are eligible

• Minimum of 3-5 years of experience in customer service, with at least 1 year in a senior or supervisory role.

• Proven track record of achieving customer satisfaction and service excellence.

• Willingness to work flexible hours, including evenings and weekends as needed.

• If you are passionate about customer service and meet the qualifications outlined above, we encourage you to apply for this exciting opportunity to join our team at BSR IT SEZ, Hyderabad.