Customer Service Representative

JOB DESCRIPTION – CUSTOMER SERVICE REPRESENTATIVE (CSR)

Department: Customer Service / Marketing & Sales

Location: Basavannagudi, Nagasandra Ciracle, Bangalore.

Employment Type: Full-Time

Reporting To: Regional Head

Job Summary

The Customer Service Representative (CSR) will be responsible for handling customer enquiries, providing timely support, coordinating with internal departments, and ensuring a high level of customer satisfaction throughout the customer journey.

Key Responsibilities

• Handle customer enquiries through phone calls, WhatsApp, email, and other official communication channels.
• Understand customer requirements and provide accurate information regarding products, services, orders, delivery, installation, and after-sales support.
• Maintain professional and courteous communication with customers at all times.
• Coordinate with Sales, Design, Production, Procurement, Dispatch, Installation, Accounts, and other departments to resolve customer requirements and issues.
• Follow up on customer orders, quotations, payments, deliveries, installations, and service requests.
• Record and maintain accurate customer information, interactions, complaints, and follow-up details in the CRM/HRMS or relevant company system.
• Attend to customer complaints and service requests promptly and ensure proper resolution within the committed timeline.
• Escalate unresolved or critical customer issues to the concerned reporting authority.
• Regularly follow up with customers after delivery/installation to ensure satisfaction and address any pending concerns.
• Maintain good relationships with existing customers and support customer retention.
• Coordinate with the Sales Team for enquiries, leads, customer visits, quotations, and order-related follow-ups whenever required.
• Ensure timely communication of updates to customers regarding order status, delays, service schedules, and other relevant matters.
• Collect and communicate customer feedback to the concerned departments for continuous improvement.
• Maintain proper records of customer complaints, resolutions, pending issues, and follow-ups.
• Ensure all customer commitments are communicated clearly and coordinated internally before confirmation.
• Maintain confidentiality of customer and company information.
• Perform any other customer service and coordination responsibilities assigned by the Management.

Key Skills & Competencies

• Excellent verbal and written communication skills.
• Strong customer-handling and interpersonal skills.
• Good follow-up and coordination abilities.
• Problem-solving and conflict-resolution skills.
• Ability to handle multiple customers and tasks simultaneously.
• Good telephone etiquette and professional communication.
• Basic computer knowledge and proficiency in MS Office.
• Working knowledge of CRM/customer management systems is an advantage.
• Ability to work effectively with Sales and other internal departments.
• Positive attitude, patience, and customer-focused approach.