Customer Service Representative

JOB DESCRIPTION

We are looking to hire a Customer Engagement Executive to join our dynamic team. The incumbent shall be responsible for improving overall customer engagement and service quality.

RESPONSIBILITIES

• Attending user/customer emails, calls and messages
• Identifying, handling and resolving customer queries and concerns while maintaining expected quality as per company policy
• Documenting transactions and the necessary follow-up requests with other functions/teams
• Follow up on customer enquiries where necessary via outbound call or email
• Understanding multiple products and processes
• Actively promoting, recommending and providing guidance about Rekhta’s products, programmes and services, appropriately tailored to customers’ individual needs whilst making sensible attempts to cross-sell
• Ensuring service levels are met, access and quality standards are upheld, by answering inbound enquiries accurately and promptly and meeting agreed targets and timescales
• Should be able to meet the sales conversion targets individually and contribute in the overall team sales target too
• Working closely with colleagues and team members to share information, make new suggestions, and provide feedback surrounding customers’ needs, concerns and issues to the sales and marketing team
• Ability to understand and handle irate customers
• Maintain the minimum agreed Rekhta standards on each customer interaction

EXPERIENCE REQUIREMENTS

• 2 to 4 years of relevant experience

SKILL REQUIREMENTS

• Proficient in English, Hindi and Urdu Communication
• Knowledge of customer service principles and practices (Voice, E Mails & Chats related)
• Proficient in MS office, Excel and keyboard typing
• Understanding of Contact Centre processes, reporting, MIS etc

QUALIFICATIONS

• Any Graduation