Customer Service Representative IMPACT HR AND KM SOLUTIONS

About IMPACT HR AND KM SOLUTIONS

Job Description

The Customer Service Representative (Telecaller) will be the primary point of contact for customers, handling inquiries, providing information, resolving issues, and ensuring a positive customer experience primarily over the phone. This role requires excellent verbal communication skills, a patient and empathetic approach, and the ability to efficiently navigate customer concerns while maintaining high standards of service.

Responsibilities

• Customer Interaction:

  • Respond promptly and professionally to customer inquiries via phone calls.

  • Provide accurate, complete, and up-to-date information regarding products, services, policies, and procedures.

  • Listen actively to understand customer needs and concerns, showing empathy and patience.

• Issue Resolution:

  • Efficiently diagnose and resolve customer complaints and issues, striving for first-call resolution whenever possible.

  • Escalate complex or unresolved issues to the appropriate department or supervisor.

  • Follow up with customers to ensure their issues have been fully resolved to their satisfaction.

• Record Keeping:

  • Accurately document all customer interactions, inquiries, and resolutions in the CRM system or designated customer support tools.

  • Update customer records with relevant information.

• Product/Service Knowledge:

  • Maintain a thorough understanding of all company products, services, pricing, and promotions.

  • Stay informed about any updates, changes, or new offerings.

• Compliance & Quality:

  • Adhere to all company guidelines, call scripts (if applicable), and quality standards for customer interactions.

  • Ensure compliance with data privacy regulations and maintain customer confidentiality.

• Feedback & Improvement:

  • Collect customer feedback and contribute to identifying recurring issues or areas for process and service improvement.

  • Collaborate with team members and supervisors to share best practices.