Jr. IT Support Role

Overview

**Customer Service:**

- Answer calls quickly and professionally. Help customers with their questions, concerns, and complaints.

- Provide clear information about products, services, prices, and promotions.

- Assist customers with placing orders, returning items, and fixing billing issues.

- Aim for excellent customer service and strive to go beyond what customers expect.

**Communication:**

- Speak courteously with customers and show that you are actively listening and empathetic.

- Provide clear and simple instructions to customers.

- Stay professional and friendly, even in tough or stressful situations.

- Follow call scripts and guidelines, but adjust your communication style to fit each customer's needs.

**Problem Resolution:**

- Find out what issues customers have and work to resolve them quickly and satisfactorily.

- If issues are complex or cannot be resolved, escalate them to the right department or supervisor.

- Use your problem-solving skills to handle different customer situations effectively.

**Sales and Lead Generation:**

- Promote products or services during customer conversations and suggest additional items when appropriate.

- Look for sales opportunities and build rapport with customers through good questions.

- Meet or exceed sales goals and key performance indicators (KPIs) related to revenue.

**Documentation and Reporting:**

- Write down details of customer interactions, including questions, complaints, and solutions, in the CRM system.

- Create reports on call volume, customer feedback, and sales results for management to review.

- Keep customer information private and follow data protection rules.Customer Service:

Answer incoming calls promptly and professionally, addressing customer inquiries, concerns, and complaints.

Provide accurate information about products, services, pricing, and promotions.

Assist customers with placing orders, processing returns, and resolving billing issues.

Ensure high standards of customer service excellence and strive to exceed customer expectations.

Communication:

Communicate effectively and courteously with customers, demonstrating active listening and empathy.

Clearly articulate information and instructions to customers in a concise and understandable manner.

Maintain a professional and friendly demeanor, even in challenging or high-pressure situations.

Follow established call scripts and guidelines while adapting communication style to individual customer needs.

Problem Resolution:

Identify customer issues or concerns and work proactively to resolve them in a timely and satisfactory manner.

Escalate complex or unresolved issues to appropriate departments or supervisors for further assistance.

Utilize problem-solving skills and sound judgment to handle diverse customer situations effectively.

Sales and Lead Generation:

Promote products or services during customer interactions and upsell or cross-sell as appropriate.

Identify sales opportunities and generate leads through effective questioning and rapport building.

Meet or exceed sales targets and key performance indicators (KPIs) related to revenue generation.

Documentation and Reporting:

Accurately record details of customer interactions, including inquiries, complaints, and resolutions, in the CRM system.

Generate reports on call volume, customer feedback, and sales metrics for management review.

Maintain confidentiality of customer information and adhere to data protection policies and regulations.

Job Types: Full-time, Permanent

Pay: From ₹19,843.00 per month

Shift:

• Night shift

Work Location: In person