Customer Service Associate

About the Role

The Customer Service Associate is a full-time, on-site role based in New Delhi. The individual in this position will handle inbound and outbound customer interactions via phone, email, chat, and other channels, resolving queries and providing accurate information about products, services, and programs.

Key Responsibilities

• Handle inbound and outbound customer interactions via phone, email, chat, and other channels.
• Resolve customer queries and provide accurate information about products, services, and programs.
• Log and update customer records in CRM systems.
• Monitor service requests and follow up to ensure timely resolution and high customer satisfaction.
• Manage escalations within defined processes.
• Coordinate with internal teams such as operations and technology.
• Proactively identify opportunities to improve the customer experience.
• Adhere to quality and compliance standards.
• Meet performance targets.
• Contribute to a professional and collaborative contact center environment.

Requirements & Tech Stack

• Comfort working with CRM or contact center tools.
• Ability to accurately document and track customer interactions.
• Technology stack includes Salesforce- and Heroku-based CRM, MuleSoft-driven integration, Ionic-based mobile applications, and omni-channel contact centres that span voice, chat, messaging, email, social, web, and SMS.

Qualifications

• Strong Customer Service and Customer Support skills.
• Ability to handle diverse customer interactions professionally.
• Experience in driving Customer Satisfaction and enhancing overall Customer Experience across multiple contact channels.
• Excellent phone etiquette.
• Clear, courteous communication skills in spoken and written English.
• Additional regional languages are an advantage.
• Problem-solving mindset.
• Attention to detail.
• Ability to follow structured processes.
• Ability to manage time effectively.
• Ability to work on-site in New Delhi in a fast-paced environment, both independently and as part of a team.
• Prior experience in contact centers, hospitality, travel, or loyalty programs is preferred but not mandatory.
• Minimum educational qualification: higher secondary or bachelor’s degree in any discipline.