About the role
structured by ORIKey ResponsibilitiesHandle customer queries and complaints through WhatsApp, phone calls, and ticketing systems.Provide timely, accurate, and professional responses to ensure customer satisfaction.Manage and update customer records in the system, ensuring accuracy of information.Use Excel for basic reporting, data…
What you will do
- Handle customer queries and complaints through WhatsApp, phone calls, and ticketing systems.
- Provide timely, accurate, and professional responses to ensure customer satisfaction.
- Manage and update customer records in the system, ensuring accuracy of information.
- Use Excel for basic reporting, data entry, and tracking customer issues.
- Coordinate with internal teams to resolve escalated cases efficiently.
What they are looking for
- Education: Graduate / Diploma holder (any stream).
- Languages: Strong verbal and written communication skills in Hindi & English.
- Technical Skills: Basic Excel (data entry, filters, reports).
- Familiarity with Whats App messaging / Ticketing.
- Customer Handling Skills: Active listening and problem-solving abilities. Effective Communication.
- Persuasive and empathetic communication. Respond promptly to customer queries.
- Ability to manage difficult customers calmly and professionally. Verify customer details before taking action. Follow up on pending cases within the committed timelines.
- Acknowledge the customer's emotions. Make the customer feel heard and valued. Confirm that the customer's issue has been resolved.
- Ensure the customer fully understands the resolution.
- Maintain a polite, friendly, and confident tone. Focus on solutions rather than limitations.
- Take responsibility for resolving the customer's concern. Have a strong understanding of products, policies, and processes.
- Work Environment: Flexibility to work in a roster-based schedule.
Nice to have
- 1–3 years of experience in customer service (preferred)
Full posting text
Key ResponsibilitiesHandle customer queries and complaints through WhatsApp, phone calls, and ticketing systems.Provide timely, accurate, and professional responses to ensure customer satisfaction.Manage and update customer records in the system, ensuring accuracy of information.Use Excel for basic reporting, data entry, and tracking customer issues.Coordinate with internal teams to resolve escalated cases efficiently.Convince and retain customers by providing suitable solutions and building trust.Follow SLA timelines and maintain performance metrics (response time, resolution rate, FCR, CSAT).Continuously improve knowledge of products, processes, and customer interaction skills.Required Skills & QualificationsEducation: Graduate / Diploma holder (any stream).Languages: Strong verbal and written communication skills in Hindi & English.Technical Skills: Basic Excel (data entry, filters, reports).Familiarity with Whats App messaging / Ticketing.Customer Handling Skills: Active listening and problem-solving abilities. Effective Communication.Persuasive and empathetic communication. Respond promptly to customer queries.Ability to manage difficult customers calmly and professionally. Verify customer details before taking action. Follow up on pending cases within the committed timelines.Acknowledge the customer's emotions. Make the customer feel heard and valued. Confirm that the customer's issue has been resolved.Ensure the customer fully understands the resolution.Maintain a polite, friendly, and confident tone. Focus on solutions rather than limitations.Take responsibility for resolving the customer's concern. Have a strong understanding of products, policies, and processes.Work Environment: Flexibility to work in a roster-based schedule.Experience: 1–3 years of experience in customer service (preferred).Key AttributesCustomer-Centric MindsetHigh level of patience and adaptability.Quick learner with ability to handle multitasking.Team player with accountability.Professionalism/ Adaptability