Provide customer support across voice, chat, and email for orders, deliveries, returns, payments, account issues, and product information. Log interactions in CRM, resolve issues on first contact when possible, escalate complex cases, meet CSAT and quality targets, and collaborate with internal teams while following policies and security standards.
Key Responsibilities
- Handle customer interactions across voice, chat, and email channels in a timely and professional manner.
- Assist customers with queries related to orders, deliveries, returns, refunds, exchanges, payments, product information, promotions, and account management.
- Deliver a consistent, high-quality customer experience by understanding customer needs and providing accurate resolutions.
- Strive to resolve customer concerns during the first interaction wherever possible.
- Maintain accurate and detailed records of all customer interactions using CRM and internal systems.
- Escalate complex or unresolved issues to the appropriate teams while ensuring timely follow-up.
- Meet or exceed individual and team targets for Customer Satisfaction (CSAT), Quality, Productivity, Service Levels, and Compliance.
- Stay updated on products, policies, promotions, and process changes to provide accurate information.
- Collaborate effectively with internal departments to ensure seamless issue resolution.
- Adhere to company policies, data security standards, and attendance requirements.
- Excellent verbal and written communication skills in English.
- Strong customer service mindset with empathy and professionalism.
- Ability to communicate confidently across voice, chat, and email channels.
- Strong problem-solving and decision-making skills.
- Excellent typing speed and computer proficiency.
- Ability to multitask and navigate multiple applications simultaneously.
- Strong attention to detail and accuracy.
- Adaptability to work in a fast-paced, dynamic environment.
- Team player with a positive attitude and willingness to learn.
Set departmental goals, manage budgets, lead cross-functional teams, and ensure compliance with policies.
QualificationsHigher Education Diploma with 0 - 2 years of relevant experience
EXL Pune, Mahārāshtra, IND Office
Pune, India
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What you need to know about the Pune Tech Scene
Once a far-out concept, AI is now a tangible force reshaping industries and economies worldwide. While its adoption will automate some roles, AI has created more jobs than it has displaced, with an expected 97 million new roles to be created in the coming years. This is especially true in cities like Pune, which is emerging as a hub for companies eager to leverage this technology to develop solutions that simplify and improve lives in sectors such as education, healthcare, finance, e-commerce and more.
