Customer Service Representative

Job Summary :

We are looking for a Customer Service Representative (CSR) with at least 6 months of relevant experience who can effectively manage blended customer support – handling both voice calls and non-voice channels (such as chat, email, or social media). The ideal candidate is proactive, customer-focused, and able to deliver excellent service in a fast-paced environment.

Key Responsibilities :

Handle incoming and outgoing calls, chats, and emails from customers.

Resolve customer inquiries, complaints, and issues in a professional and timely manner.

Provide accurate information about products, services, and account status.

Escalate complex cases to the appropriate department when needed.

Maintain detailed and accurate customer records using the CRM system.

Meet or exceed individual and team KPIs (e.g., response time, resolution rate, customer satisfaction).

Follow communication scripts, procedures, and company policies.

Collaborate with team members and departments to improve service delivery.

Qualifications :

Minimum 6 months of experience in a customer service or BPO environment.

Experience in handling both voice and non-voice accounts (blended support).

Strong communication skills – verbal and written.

Proficient in basic computer applications and typing speed.

Ability to multitask, prioritize, and manage time effectively.

High level of patience, empathy, and customer focus.

Willing to work on shifting schedules, including weekends and holidays if needed.