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Customer Service Representative


JOB DESCRIPTION

We are looking to hire a Customer Engagement Executive to join our dynamic team. The incumbent shall be responsible for improving overall customer engagement and service quality.

RESPONSIBILITIES

  • Attending user/customer emails, calls and messages
  • Identifying, handling and resolving customer queries and concerns while maintaining expected quality as per company policy
  • Documenting transactions and the necessary follow-up requests with other functions/teams
  • Follow up on customer enquiries where necessary via outbound call or email
  • Understanding multiple products and processes
  • Actively promoting, recommending and providing guidance about Rekhta’s products, programmes and services, appropriately tailored to customers’ individual needs whilst making sensible attempts to cross-sell
  • Ensuring service levels are met, access and quality standards are upheld, by answering inbound enquiries accurately and promptly and meeting agreed targets and timescales
  • Should be able to meet the sales conversion targets individually and contribute in the overall team sales target too
  • Working closely with colleagues and team members to share information, make new suggestions, and provide feedback surrounding customers’ needs, concerns and issues to the sales and marketing team
  • Ability to understand and handle irate customers
  • Maintain the minimum agreed Rekhta standards on each customer interaction

EXPERIENCE REQUIREMENTS

  • 2 to 4 years of relevant experience

SKILL REQUIREMENTS

  • Proficient in English, Hindi and Urdu Communication
  • Knowledge of customer service principles and practices (Voice, E Mails & Chats related)
  • Proficient in MS office, Excel and keyboard typing
  • Understanding of Contact Centre processes, reporting, MIS etc

QUALIFICATIONS

  • Any Graduation

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