Customer Service Representative / Customer Service Manager

Function: Customer Experience & Support
Location: As per company requirement
Employment Type: Full-Time

Role Overview

The Customer Service Representative / Manager is responsible for managing customer interactions across channels and ensuring timely resolution of queries, complaints, and escalations. The role focuses on delivering a high-quality customer experience while maintaining service standards and compliance with company policies.

Key Responsibilities

• Handle customer queries, requests, and complaints via phone, email, chat, or in-person interactions.
• Resolve customer issues efficiently while maintaining professionalism and empathy.
• Manage and track customer escalations, ensuring timely closure and root-cause analysis.
• Coordinate with internal teams (operations, sales, credit, tech) for issue resolution.
• Maintain accurate customer records, tickets, and interaction logs in CRM systems.
• Ensure adherence to service-level agreements (SLAs) and customer experience benchmarks.
• Provide product and process guidance to customers clearly and accurately.
• For Manager role: supervise customer service team, conduct training, and monitor performance KPIs.
• Identify recurring issues and suggest process improvements to enhance customer satisfaction.

Required Qualifications

• Graduate in any discipline (MBA preferred for Manager role)
• 1–7 years of experience in customer service, customer support, or client handling
• Strong communication and interpersonal skills
• Problem-solving mindset with customer-first approach
• Ability to handle pressure situations and escalations calmly

Preferred Skills

• Experience in BFSI, fintech, retail, or service industry
• Knowledge of CRM/ticketing tools and call management systems
• Team handling and escalation management experience (for Manager role)

What We Offer

• Customer-centric role with growth opportunities
• Performance-based incentives and career progression
• Supportive and collaborative work environment
• Training and skill development programs