Role & Responsibilities
Purpose:-
Work for PAN India for backend support for registration of calls and answering the queries of customer for all service division. Coordination with internal & external customers.
Responsibilities:
- Handle inbound and outbound calls in a timely manner.
- Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.
- Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.
- Build balanced relationships and engage customers with improved customer experience.
- Keep records of all conversations in our call center database in a comprehensible way.
- Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality.
- Ad-hoc work, Projects as assigned as per the business needs.
- Remain composed, regardless of the customer's tone.
- Use a calm, steady voice to de-escalate tension.
Candidate Requirement:
Education & Experience levels:
- Any Graduate with 1-3 years’ experience in a similar field.
- Previous experience in a call center or customer service role preferred (Prefer Life Science customer or products background)
- Strong phone and verbal communication skills along with active listening.
- Familiarity with CRM systems and practice.
- Customer focus and adaptability to different personality types.
- Ability to multi-task, set priorities and manage time optimally.
- Meet individual and team performance targets such as call handling time, customer satisfaction, and resolution rates.
- Provide product and service information to customers.
- Escalate unresolved issues to the appropriate internal departments.
- Adhere to company policies, procedures, and compliance standards.
- Patience, empathy, and a positive attitude.
- Ability to work in a fast-paced, team-oriented environment.
If you require any further information / clarification, in this regard, please feel free to contact us