We are seeking a top-quality Customer Service Agent with experience in customer support to join our dynamic team.
The ideal candidate will handle customer inquiries efficiently, resolve issues promptly, and contribute to enhancing overall customer satisfaction. Fluency in both Hindi and English is required for this role.
While experience with Freshdesk or similar customer service platforms is preferred, we welcome applications from quick learners eager to develop their skills.
This position is critical in driving customer success and improving our Net Promoter Score (NPS) through exceptional service.
- Respond to and resolve customer inquiries across various channels (email, chat, and phone) in both Hindi and English.
- Manage customer accounts by tracking, updating, and resolving issues to ensure optimal satisfaction.
- Provide prompt, accurate, and courteous responses to customer queries, maintaining a high standard of service to boost NPS.
- Collaborate with internal departments to resolve customer issues effectively and ensure smooth communication.
- Identify, escalate, and follow up on complex issues with the appropriate team when necessary.
- Actively contribute to process improvements by sharing customer feedback and suggesting enhancements.
- Track, analyze, and report key customer satisfaction metrics, including NPS, to measure performance and drive continuous improvement.
Key Skills and Requirements:
- Proficiency in Hindi and English, with excellent verbal and written communication skills.
- Prior experience in customer support or a similar role is preferred.
- Familiarity with Freshdesk or other customer service tools is a plus; strong adaptability to learn new platforms quickly.
- Strong problem-solving skills, empathy, and a customer-first approach.
- Ability to manage time effectively, handle multiple tasks, and prioritize customer issues.
- Self-motivated and capable of working independently in a remote setup.
