Customer Care Representative @ Adhaan Solution

Job Description

1. Assisting Customers: Customer service representatives are responsible for helping customers with their inquiries, complaints, or requests. They provide information, answer questions, and resolve issues to ensure customer satisfaction.

2. Responding to Inquiries: Representatives handle incoming calls, emails, or chat messages from customers. They listen attentively to customer concerns and provide appropriate solutions or direct them to the relevant department.

3. Providing Product/Service Information: Customer service representatives are knowledgeable about the company's products or services. They offer detailed information, explain features and benefits, and assist customers in making informed decisions.

4. Processing Orders and Returns: Representatives process customer orders, including taking orders over the phone or online, verifying payment details, and ensuring accurate order placement. They may also handle return requests, initiate refunds, or coordinate exchanges.

5. Troubleshooting Technical Issues: In cases where technical support is required, customer service representatives troubleshoot basic technical problems. They guide customers through step-by-step solutions or escalate complex issues to the appropriate technical team.

6. Handling Complaints: Representatives address and resolve customer complaints, seeking appropriate solutions to ensure customer retention and satisfaction. They may need to investigate issues, coordinate with other departments, and follow up with customers to ensure resolution.

7. Maintaining Customer Records: Representatives update and maintain customer databases, recording interactions, transactions, and any relevant information. They ensure accurate and up-to-date customer profiles for future reference.

8. Upselling and Cross-Selling: In some cases, representatives may have sales targets or opportunities to upsell or cross-sell products or services to customers. They identify potential needs and offer suitable recommendations to enhance the customer's experience.

9. Collaborating with Team Members: Customer service representatives often work as part of a team. They collaborate with colleagues, share knowledge and best practices, and contribute to a positive and productive work environment.

10. Following Company Policies: Representatives adhere to company policies and guidelines, including privacy regulations, data protection, and customer service standards. They ensure compliance and maintain professionalism in all customer interactions.

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Keyskills:   phone coverage communication skills phone etiquette customer service email etiquette time management