Customer Service Associate

Associate – Customer Service

Job Summary:

Responsible for handling customer queries, resolving complaints, providing accurate information, and ensuring a positive customer experience across phone, email, chat, or other support channels.

Key Responsibilities:

• Handle customer inquiries and requests professionally and promptly.
• Resolve customer complaints and issues while maintaining a positive attitude.
• Provide accurate information about products, services, orders, payments, or processes.
• Maintain detailed records of customer interactions in CRM systems.
• Escalate complex issues to the appropriate department or supervisor.
• Follow company policies, service standards, and escalation procedures.
• Meet assigned KPIs such as response time, resolution time, customer satisfaction, and quality scores.
• Coordinate with internal teams to ensure timely resolution of customer issues.
• Follow up with customers when required to ensure satisfactory resolution.

Required Skills & Qualifications:

• Graduate or equivalent qualification.
• Good verbal and written communication skills.
• Customer-focused and problem-solving mindset.
• Basic computer and MS Office/CRM skills.
• Ability to work under pressure and handle difficult customers professionally.
• Good listening and interpersonal skills.

Experience:

0–2 years of customer service/BPO/customer support experience; freshers may also be considered depending on the organization.

Key Competencies:

Communication • Customer Handling • Problem Solving • Active Listening • Empathy • Time Management • Teamwork • Attention to Detail