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Senior Customer Service Representative

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2-6 Years
4,00,000 - 4,00,000 INR
2 months ago
232 Viewed
64 Applied

Job Description

Key Responsibilities:
Customer Support: Provide top-tier customer support via phone, email, and chat,
addressing inquiries, resolving issues, and ensuring customer satisfaction.
Issue Resolution: Manage and resolve complex customer issues in a timely and
efficient manner, escalating to higher management when necessary.
Customer Insights: Utilize feedback from customers to identify trends, pain points,
and opportunities for service improvement.
Knowledge Base Management: Maintain and update the customer service knowledge
base, ensuring accurate and up-to-date information is available.
Training and Mentorship: Train and mentor junior customer service representatives,
sharing best practices and promoting a customer-centric culture.
Process Improvement: Continuously evaluate and improve customer service processes
and procedures to enhance efficiency and effectiveness.
Customer Retention: Develop and implement strategies to retain customers and
increase loyalty, including personalized follow-ups and relationship-building activities.
Performance Metrics: Monitor and report on key performance indicators (KPIs) such
as response time, resolution rate, and customer satisfaction scores.
Product Knowledge: Stay informed about Bookmypet's services, products, and policies
to provide accurate information to customers.
Cross-Department Collaboration: Work closely with other departments, such as
marketing, sales, and product development, to ensure a seamless customer
experience.
Qualifications:
Experience: Minimum of 3-5 years of experience in customer service, preferably in a
senior or supervisory role.
Education: High school diploma or equivalent required; a bachelor's degree in a related
field is a plus.
Communication Skills: Exceptional verbal and written communication skills, with the
ability to effectively convey information and resolve issues.

HR Prince-8595924907
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