Job Description: Customer Service Representative
Role: Customer Service Representative
Position Type: Hybrid (Office/Remote Working)
Location: India – Pune
Employment Type: Full-Time
Entity: Finance
Job Family Group: Retail Group
Application Deadline: January 31, 2025
About the Role
The Customer Service Representative (CSR) is a critical role designed to provide first and second-line support to customer inquiries received via telephone, email, chat, and social media. CSRs ensure that customer queries are handled with precision, speed, and a focus on delivering high customer satisfaction. The role involves addressing both internal and external customer inquiries and ensuring adherence to service level agreements. This role operates in a 24/7 environment, necessitating flexibility in working hours and days.
Key Responsibilities for Customer Service Representative
Customer Service Operations:
- Address customer inquiries via phone, email, chat, and social media with professionalism and efficiency.
- Handle queries related to account setup, allocation, delivery issues, order processing, and fulfilment.
- Provide support for retail marketing programs, policy clarification, and product fulfilment.
- Resolve complaints and identify the root causes to prevent recurrence.
- Log, assign, and track the progress of customer requests and queries from receipt to resolution.
- Act as a point of contact for escalated customer issues and collaborate with internal teams for resolution.
Customer Relationship Management:
- Build and maintain strong relationships with customers by understanding their needs and exceeding expectations.
- Proactively address potential service disruptions and communicate with customers effectively.
- Educate customers about products, services, and processes to ensure a seamless experience.
Continuous Improvement:
- Identify gaps and inefficiencies in processes and recommend solutions to enhance productivity.
- Participate in user acceptance testing for technology upgrades to ensure effective implementation.
- Maintain and update the knowledge base to address knowledge gaps and provide accurate information.
Service Quality Management:
- Monitor adherence to service level agreements and escalate concerns as necessary.
- Ensure data accuracy in all customer service and data collection systems.
- Provide timely, accurate, and high-quality service to maintain customer satisfaction.
Key Competencies
- Communication Skills: Ability to communicate effectively, both written and verbal, with a wide range of stakeholders.
- Problem-Solving: Aptitude for analyzing and resolving customer issues promptly.
- Time Management: Strong organizational skills to manage multiple priorities in a fast-paced environment.
- Technical Proficiency: Experience using SAP, Siebel, and MS Office applications.
- Customer-Centric Thinking: Demonstrates a deep understanding of customer needs and behaviors.
Customer Service Representative Requirements
- Education: A Level standard or equivalent.
- Experience: Minimum of 12 months in a customer service role, preferably in a telephone-based environment.
- Skills: Proficiency in SAP/Siebel, strong analytical skills, and ability to use data visualization tools.
- Soft Skills: Creativity, agility, adaptability, and negotiation skills.
- Travel: Minimal travel expected.
- Relocation Assistance: Available within the country.
Why Join Us?
- Diverse and inclusive workplace.
- Opportunities for growth and learning through continuous improvement.
- Relocation support and flexible working arrangements.
- Exposure to cutting-edge technology and tools.
- Being part of a globally recognized organization with a strong customer focus.
Interview Questions and Sample Answers for Customer Service Representative
1. Can you describe your experience in handling customer inquiries in a fast-paced environment?
Sample Answer: In my previous role, I managed a high volume of customer inquiries daily through phone and email. I prioritized tasks based on urgency and ensured that I met SLAs. For instance, when dealing with escalations, I collaborated with other teams to resolve issues promptly and kept customers informed throughout the process.
2. How would you handle a situation where a customer is dissatisfied with the resolution provided?
Sample Answer: I would empathize with the customer and actively listen to understand their concerns. If the resolution provided didn’t meet their expectations, I’d explore alternative solutions or escalate the issue to ensure their needs are met. For instance, in a previous role, I offered additional support, such as follow-up calls, to rebuild trust.
3. What strategies do you use to manage multiple tasks and ensure timely resolution?
Sample Answer: I rely on effective time management and organizational tools. I prioritize tasks based on urgency and impact, use tracking tools to monitor progress, and set realistic timelines. In my last job, I used a task management system to handle customer queries efficiently while meeting deadlines.
4. How do you ensure accuracy when entering and maintaining data?
Sample Answer: I double-check all entries and utilize validation tools to minimize errors. I also maintain updated records and follow standard operating procedures for data handling. For example, I reduced data entry errors by 15% in my previous role by implementing a checklist system.
5. Can you share an example of how you resolved a customer’s complaint?
Sample Answer: A customer once reported a delayed delivery. I reviewed their account, identified the cause, and expedited the order. I also communicated updates regularly to manage expectations. The customer appreciated the proactive approach, and it resulted in positive feedback.
6. What tools and technologies are you familiar with for customer service operations?
Sample Answer: I have experience using SAP, Siebel, and MS Office applications. Additionally, I’ve worked with CRM systems for managing customer interactions and ticketing systems for tracking queries.
7. How do you handle high-pressure situations, such as managing multiple escalations?
Sample Answer: I remain calm and focused, prioritize escalations based on their impact, and seek support from team members if needed. Clear communication and timely updates to customers also help reduce stress and maintain service quality.
8. How do you contribute to process improvement initiatives?
Sample Answer: I identify recurring issues, analyze their root causes, and suggest changes to streamline processes. For instance, I proposed automating a repetitive task in my previous role, which reduced handling time by 20%.
9. Describe a time when you exceeded customer expectations.
Sample Answer: A customer needed urgent support outside of regular hours. I stayed back to assist and ensured their issue was resolved. They were highly appreciative and expressed their satisfaction in a follow-up survey.
10. How do you stay updated on product and service knowledge?
Sample Answer: I regularly participate in training sessions and review updates shared by the organization. I also engage in self-learning by exploring resources like product manuals and FAQs.
Conclusion
This Customer Service Representative role offers an exciting opportunity to be a part of a dynamic team, delivering exceptional service and contributing to customer satisfaction. If you’re passionate about solving problems, building relationships, and driving improvements, we encourage you to apply.