Customer Service Representative

Project Role : Customer Service Representative Project Role Description : Provide functional, technical or administrative support to resolve customer problems and queries. Must have skills : Service Desk ID Administration Good to have skills : NA Minimum 2 year(s) of experience is required Educational Qualification : 15 years full time education

Summary: As a Customer Service Representative, a typical day involves engaging with customers to address their concerns and inquiries effectively. The role requires providing consistent support through various channels, ensuring that customer issues are acknowledged and resolved in a timely manner. This position involves collaborating with different teams to facilitate smooth communication and enhance the overall customer experience. The representative plays a key role in maintaining customer satisfaction by managing requests and following up on outstanding issues, contributing to a positive and efficient service environment.

Roles & Responsibilities:

• Expected to perform independently and become an SME.
• Should provides technical support for end-users, handling incidents such as hardware, software, and network issues. They log, track, and prioritize service requests, ensuring timely resolution within SLAs.
• Should involves maintaining documentation, escalating complex issues, and supporting continuous improvement efforts. Strong communication and technical skills are essential for effective support.
• Log and resolve technical incidents
• Troubleshoot hardware/software issues
• Experience in IT support or service desk roles
• Maintain SLA compliance
• Escalate complex cases
• Technical troubleshooting skills
• Service management discipline
• Communication skills

Professional & Technical Skills:

• Must To Have Skills: Proficiency in Service Desk ID Administration.
• Strong problem-solving abilities to diagnose and resolve customer issues efficiently.
• Excellent communication skills to interact effectively with customers and team members.
• Ability to manage multiple tasks and prioritize workload in a fast-paced environment.
• Familiarity with customer service software and ticketing systems to track and manage requests.
• Attention to detail to ensure accuracy in documentation and follow-up activities.

Additional Information