Website:
workforcenexusrecruitment.com
Job details:
Industry: Staffing & Recruitment / Workforce Solutions serving clients across Retail, e‑commerce, BFSI, and Telecom sectors in India. We place frontline contact‑center teams and deliver on‑site customer experience programs for enterprise and SMB clients.
Position:
Customer Service Representative (On‑site, India) — frontline customer support role handling inbound customer enquiries, order and account issues, and service recovery across voice and digital channels.
Role & Responsibilities
- Answer inbound customer calls and digital enquiries promptly, diagnose issues, and provide accurate resolutions within defined SLAs.
- Log, track, and update tickets in the CRM/ticketing system and escalate complex cases to specialist teams as needed.
- Process order modifications, returns, refunds, and account updates following company procedures and compliance guidelines.
- Maintain clear, professional call and chat records; follow call scripts and knowledge‑base articles to ensure consistency.
- Meet individual KPIs (AHT, first contact resolution, quality scores) and contribute to continuous improvement initiatives.
- Collaborate with operations, quality, and training teams to identify recurring issues and recommend process improvements.
Skills & Qualifications
Qualifications: High school diploma (10+2) or equivalent required; graduate preferred. Prior frontline customer service or contact‑center experience preferred. Must be willing to work on‑site and flexible shift hours including rotational shifts.
Must‑Have
- Zendesk
- Freshdesk
- Salesforce Service Cloud
- VoIP telephony platforms
- Ticketing systems
- Microsoft Excel
Preferred
- Experience with live chat platforms (Intercom, LiveChat)
- Prior BPO / contact‑centre voice process experience
- ITIL Foundation or customer‑service certification
Benefits & Culture Highlights
- On‑site role with structured shift allowances and attendance incentives.
- Career pathing into quality, operations, or client‑facing account roles; regular training and skill‑up programs.
- Fast‑paced, metrics‑driven environment that recognizes high performers and rewards reliability.
Apply if you are customer‑obsessed, comfortable working on‑site in India, and experienced with modern CRM and telephony tools. This position rewards clear problem‑solvers who deliver consistent, measurable service outcomes.
Skills: chat,freshdesk,customer service,zendesk,enquiries,microsoft excel,ticketing systems
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