A Customer Service Representative (CSR) is the first point of contact for any customer who has a question or an issue with a product which the company sells. They provide support to customer against the queries raised against purchases.

· Manage large amounts of incoming phone calls

· Manage and respond to customer queries on company website, WhatsApp & other E commerce platforms.

· Identify and assess customers’ needs to achieve satisfaction

· Build sustainable relationships and trust with customer accounts through open and interactive communication

· Provide accurate, valid and complete information keeping the company policies into account.

· Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

· Accelerate critical complaints / queries to Seniors.

Maintain records of the conversations with the customer and analyze the data. Share reports with the Manager.
· Follow communication procedures, guidelines and policies

Upsell other products wherever possible.
Also, be well-read on company policies and the website for FAQs or policy related answers.
Write and submit timely reports on performance, customer communication and queries