The Customer Service Agent is responsible for providing excellent customer support by managing inquiries, resolving complaints, and offering accurate information about products and services. The role also includes handling leads, supporting order management, maintaining clear records, and collaborating with team members to ensure a seamless customer experience.

Key Responsibilities

Customer Interaction:

• Respond promptly to customer inquiries via phone, email, WhatsApp, and other communication channels.
• Provide accurate and detailed information about products, services, and promotions.

Lead Management:

• Create and qualify leads in the CRM system based on predefined criteria.
• Assign qualified leads to the sales team and ensure all relevant data is accurately recorded.

Problem Solving:

• Handle customer complaints and resolve issues professionally and on time.
• Escalate unresolved or complex issues to the relevant department when necessary.

Order Management:

• Assist customers with order placement, tracking, and follow-ups.
• Coordinate with logistics and warehouse teams to ensure timely delivery of products.
• Follow up on RTO (Return to Origin) orders and provide updates to the E-commerce team.

Documentation & Reporting:

• Maintain accurate records of customer interactions and transactions in the CRM system.
• Provide regular feedback and reports to management regarding common customer concerns and suggestions for improvement.

Team Collaboration:

• Work closely with other team members to ensure smooth service delivery.

Key Performance Indicators (KPIs)

1. Response Time: Answer customer inquiries within 5 minutes via WhatsApp and within 24 hours for emails.
2. Issue Resolution: Resolve at least 95% of customer complaints within 24 hours.
3. Lead Management: Ensure 100% accuracy in CRM records.
4. Order Fulfillment: Coordinate with logistics and warehouse teams to ensure timely deliveries.