Customer Service Representative

We are looking for enthusiastic and customer-focused individuals to join Mphasis as Customer Support Associate (CSA) Executives. The candidate will be responsible for handling customer queries, resolving complaints, providing accurate information, and ensuring a high level of customer satisfaction while following company policies and procedures.

Key Responsibilities

• Handle customer queries and complaints through inbound and/or outbound calls, emails, or chat.
• Provide accurate information and effective solutions to customer concerns.
• Maintain professional communication and deliver excellent customer service.
• Resolve customer issues within the defined turnaround time (TAT).
• Update customer information, interactions, and case details in the CRM system.
• Follow company policies, quality standards, and process guidelines.
• Escalate complex issues to the appropriate department when required.
• Meet daily and monthly performance targets, including quality, productivity, and customer satisfaction.
• Maintain customer confidentiality and adhere to data security guidelines.

Eligibility Criteria

• Education: Minimum qualification as per process requirements; graduates and undergraduates may be considered.
• Experience: Freshers and experienced candidates may apply, depending on the process.
• Communication: Good verbal and written communication skills in English; additional languages may be required.
• Basic computer knowledge and familiarity with MS Office.
• Strong problem-solving skills and a customer-focused attitude.
• Willingness to work in rotational shifts, including night shifts, if required.

Skills Required

• Customer service and relationship management
• Effective communication and active listening
• Problem-solving and complaint handling
• Basic computer and typing skills
• Time management and multitasking
• Teamwork and adaptability
• Attention to detail

Work Requirements

• Ability to work in a fast-paced customer support environment.
• Flexibility to work rotational shifts and weekly offs as per business requirements.
• Ability to achieve assigned performance and quality targets.