Company Overview

Quampetence Business Solutions Pvt Ltd is a technological leader in the Business Process Outsourcing (BPO) industry, headquartered in Gurgaon. The company integrates omnichannel capabilities, conversational AI, automation, and advanced analytics to enhance customer experiences. With a workforce of 501-1000 employees, Quampetence is dedicated to driving innovation through quality monitoring and machine translation. For more information, visit www.quampetence.com.

Job Overview

We are seeking a dynamic Customer Service Representative to join our team at Quampetence Business Solutions Pvt Ltd. This is a full-time, entry-level position suitable for freshers with up to 1 year of work experience. The successful candidate will play a vital role in providing excellent customer support and enhancing client satisfaction.

Qualifications and Skills

• Proficiency in conflict resolution techniques to handle customer issues effectively and maintain positive relations (Mandatory skill).
• Excellent communication skills in English to convey information clearly and concisely to customers (Mandatory skill).
• Ability to listen actively and understand customer needs to provide appropriate solutions.
• Proven experience or training in using Salesforce Service Cloud for efficient customer relationship management.
• Experience in live chat support to assist customers promptly and resolve queries in real-time.
• Ability to manage multichannel communication to deliver consistent support across various platforms.
• Empathy to connect with customers on a personal level and build trust by understanding their emotions and perspectives.
• Competence in data entry to maintain accurate records of customer interactions, improving service delivery.

Roles and Responsibilities

• Handle customer inquiries via multiple channels, including email, chat, and phone, ensuring prompt and accurate responses.
• Resolve customer complaints and issues by applying conflict resolution strategies to achieve positive outcomes.
• Maintain up-to-date knowledge of products and services to provide customers with accurate and relevant information.
• Update and manage customer records in Salesforce Service Cloud to track interactions and improve service efficiency.
• Collaborate with team members to ensure consistency in customer service and share insights to enhance processes.
• Identify opportunities to improve customer satisfaction by gathering feedback and suggesting process enhancements.
• Adhere to company policies and procedures while meeting quality standards to ensure overall customer satisfaction.
• Participate in training sessions to continuously improve communication, product knowledge, and customer service skills.