JETSTAR AVIATION SERVICES PVT LTD jobs - Customer Service Associate

Customer Interaction:

• Respond to customer inquiries promptly and professionally via various communication channels (phone, email, chat, in-person).
• Address and resolve customer concerns, complaints, or product issues in a timely and effective manner.
• Provide product or service information, ensuring customers have a full understanding of offerings, pricing, and policies.

Order Processing & Support:

• Assist customers with order placement, status tracking, cancellations, and returns.
• Ensure accurate data entry and documentation of customer interactions in the company's CRM or database.
• Process payments, refunds, and exchanges when necessary.

Problem Resolution:

• Identify and troubleshoot problems with products, services, or account-related issues.
• Escalate complex issues to higher-level customer service or management teams when needed.
• Follow up with customers to ensure their concerns have been resolved satisfactorily.

Customer Education:

• Provide guidance on product usage, troubleshooting, and other self-help resources.
• Offer upselling or cross-selling of additional products and services where appropriate.

Maintain Customer Satisfaction:

• Strive to exceed customer expectations by delivering excellent service at all times.
• Track customer satisfaction through feedback surveys, follow-ups, or other methods.
• Maintain a positive attitude and demonstrate empathy in all customer interactions.

Team Collaboration:

• Work closely with colleagues and other departments to ensure customer needs are met.
• Attend regular team meetings and contribute to continuous improvement initiatives.

Adherence to Company Policies:

• Follow company guidelines and policies regarding service standards, product knowledge, and legal requirements.
• Maintain confidentiality of customer data and follow security protocols.

Qualifications and Skills:

• Education: High school diploma or equivalent; college degree preferred.
• Experience: Previous experience in customer service, retail, or a related field is a plus.
• Communication Skills: Strong verbal and written communication abilities; able to communicate clearly and effectively.
• Problem-Solving: Ability to identify issues and provide solutions quickly and efficiently.
• Multitasking: Ability to manage multiple customer interactions simultaneously while maintaining a high level of service.
• Computer Skills: Comfortable using customer service software, CRM systems, and Microsoft Office Suite.
• Empathy & Patience: Ability to stay calm and positive when dealing with difficult situations or customers.
• Attention to Detail: Ensure accuracy when processing orders, entering customer information, and resolving issues.

Physical Requirements:

• Ability to sit or stand for long periods.
• Prolonged use of a computer or telephone.

Work Environment:

• Office setting or remote work depending on the company.
• Occasional need for overtime or weekend hours depending on business needs.