Sr Customer Service Representative (night)
- NewAge Products Inc
- 5 - 9 years
- Mumbai
- 5 years ago
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Job Description
We are looking for a passionate, driven, self-starter to join our Customer Service team in a full time capacity. The position will work from Monday - Friday 10:00pm-7am IST, Periodically we will require the senior to work on weekends. Please note that this is subject to change and will flex based on business needs.
- Maintain a positive brand image for NewAge Products while interacting with customers, vendors or retailers
- Perform quality checks on calls and cases handled by the customer service team
- Respond to all tier 1 escalations while ensuring that NewAge's brand and reputation is always portrayed in a positive manner
- Be a brand ambassador for NewAge Products
- Audit replacement orders and credits placed by the customer service team to ensure that they are being filled and completed accurately
- Provide best in class customer service from inquiries received from retailers, vendors, and customers via email and phone
- Investigate order concerns and find solutions that balance the needs of the business and the customer
- Achieve metrics such as CSAT, productivity and quality
- Responsible for monitoring the progress of all customer channels such as Salesforce, Talk Desk and Live Chat
- Assist with new hire and continuous learning training
- Coach the customer service team on a regular basis
Required Candidate profile
Must have at least 5 years of customer service experience Management or supervisory experience a plus Superior customer service skills, business acumen and positive demeanor Strong initiative and ability to work independently Excellent time management and organization skills Ability to negotiate and display confidence Ability to handle escalated customer concerns while remaining calm and professional Working knowledge of Microsoft Office (Outlook, Word and Excel)Job Classification
Industry: BPO, Call Centre, ITeSFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Voice
Role: Voice
Employement Type: Full time
Education
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Post Graduation Not Required
Doctorate: Doctorate Not Required
Contact Details:
Company: NewAge Products IncLocation(s): Mumbai
Website: https://newageproducts.com/
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Keyskills: Customer Service Escalations Night Shift CSAT
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₹ 5,00,000 - 7,00,000 P.A
NewAge Products Inc
NewAge Products Inc. is a manufacturer and distributor of high quality, first-class home and garage storage products based out of Vaughan. As a leader in our industry, we provide our customers with new and innovative storage products that are competitively priced to meet consumer's needs and budget....
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