80 Customer Service Representatives jobs in Ulhasnagar

• Lead, train, and mentor a team of customer support representatives to deliver outstanding service.
• Oversee daily customer support operations, ensuring efficient and effective issue resolution.
• Handle and resolve complex customer inquiries and escalated issues that cannot be resolved by the support team.
• Develop and implement customer service policies, procedures, and quality assurance standards.
• Monitor customer feedback and support metrics (e.g., response time, resolution rate, customer satisfaction scores) to identify areas for improvement.
• Collaborate with other departments (e.g., Sales, Product) to address customer concerns and improve the overall customer experience.
• Create and maintain support documentation, FAQs, and knowledge base articles.
• Identify training needs for the support team and facilitate relevant training sessions.
• Manage the support team's schedule and workload to ensure adequate coverage.
• Stay informed about product updates and industry best practices in customer support.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 4-6 years of experience in customer service or support, with at least 2 years in a leadership or supervisory role.
• Proven ability to lead and motivate a team.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong problem-solving and analytical abilities.
• Proficiency in customer relationship management (CRM) software and helpdesk ticketing systems.
• Experience in developing and implementing customer support strategies.
• Ability to manage multiple priorities and work effectively in a hybrid environment.
• A passion for customer advocacy and delivering exceptional service.

• High school diploma or equivalent; college degree preferred.
• Proven customer support or client service experience.
• Excellent communication and active listening skills.
• Strong problem-solving abilities and attention to detail.
• Ability to multitask, prioritize, and manage time effectively.
• Familiarity with CRM systems and helpdesk software.
• Patience and empathy when dealing with customer issues.
• Proficiency in local languages and English.
• Ability to work independently and as part of a team.

• Lead, train, and mentor a team of customer support representatives to achieve performance goals.
• Handle escalated customer inquiries and provide timely, effective resolutions.
• Develop and implement customer support policies and procedures to enhance customer satisfaction.
• Monitor customer service metrics and identify areas for improvement.
• Collaborate with other departments (e.g., Product, Sales) to address customer feedback and recurring issues.
• Maintain a thorough understanding of the company's products and services.
• Conduct regular team meetings and performance reviews.
• Ensure the team adheres to service level agreements (SLAs).
• Contribute to the creation of knowledge base articles and FAQs.
• Foster a positive and productive team environment.

• Proven experience in a customer support role, with at least 2 years in a leadership or supervisory capacity.
• Excellent problem-solving and conflict-resolution skills.
• Strong communication and interpersonal abilities.
• Proficiency in customer support software and CRM systems.
• Ability to multitask and manage time effectively.
• Experience in training and coaching team members.
• A commitment to delivering outstanding customer experiences.
• Familiarity with hybrid work models and collaborating effectively across different work arrangements.

• Respond to customer inquiries and provide timely support via phone, email, and chat.
• Resolve customer complaints and issues efficiently and professionally.
• Provide detailed product information and technical assistance.
• Process customer orders, returns, and exchanges.
• Escalate unresolved issues to the appropriate internal teams.
• Maintain accurate customer records and interaction logs in the CRM system.
• Identify opportunities to improve the customer support process.
• Educate customers on product features and services.
• Gather customer feedback and report it to management.
• Strive to achieve high levels of customer satisfaction.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Minimum of 2 years of experience in customer service or a related role.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency in using customer support software and CRM systems.
• Patience, empathy, and a customer-centric attitude.
• Ability to multitask and manage time effectively in a remote environment.
• Adaptability and willingness to learn new products and processes.

Company Overview

Vision Mechatronics Private Limited is a pioneering technology company operating since 2009, specializing in robotics, renewable energy, and energy storage. Based in Thane, Maharashtra, we are committed to leveraging the Make in India initiative to manufacture the world's smartest lithium batteries and renewable energy solutions. Our expertise in solar energy is bolstered by our German partnerships, certified by the Ministry of New and Renewable Energy, aimed at providing stellar solutions for diverse applications.

Job Overview

We are seeking a dedicated Customer Support Specialist to join our dynamic team. This full-time role is based at our headquarters in Thane, Maharashtra. The ideal candidate will be responsible for ensuring exceptional customer service, maintaining proactive communication, and providing technical support to resolve customer inquiries related to our cutting-edge energy solutions and products.

Qualifications and Skills

• Proven experience in a customer support role, demonstrating a strong commitment to providing excellent service.
• Proficient in using customer service tools and software, ensuring efficient case management and resolution.
• Exceptional communication skills, both verbal and written, to effectively interact with customers and internal teams.
• Strong problem-solving abilities, capable of identifying customer issues and providing appropriate solutions swiftly.
• Ability to work independently as well as collaboratively within a team, maintaining a high level of professionalism.
• Familiarity with technical concepts related to renewable energy, lithium batteries, and electronics is highly beneficial.
• Adept at managing multiple tasks simultaneously, ensuring priorities are met while maintaining attention to detail.
• Positive attitude with a focus on continuous improvement and adapting to changing customer needs and technology.

Roles and Responsibilities

• Provide prompt and accurate responses to customer inquiries via email, phone, and chat, ensuring high customer satisfaction.
• Identify and address customer needs by developing comprehensive solutions and guiding customers through decision-making processes.
• Maintain detailed records of customer interactions, ensuring all inquiries and resolutions are accurately documented.
• Collaborate with internal teams to resolve more complex problems, ensuring a seamless customer experience.
• Gather and analyze customer feedback, reporting insights to improve product and service offerings.
• Participate in training sessions to stay current on product developments and industry best practices.
• Assist in the development and implementation of customer support strategies to improve efficiency and engagement.
• Actively contribute to the team's objectives by sharing knowledge and supporting colleagues as needed.

• Provide high-level customer support via phone, email, and chat channels.
• Address and resolve complex customer inquiries, complaints, and technical issues.
• Troubleshoot product and service-related problems, offering effective solutions.
• Educate customers on product features, services, and best practices.
• Escalate unresolved issues to appropriate teams and follow up to ensure resolution.
• Maintain detailed customer interaction records in the CRM system.
• Identify trends in customer inquiries and provide feedback for service improvements.
• Develop and update customer support documentation, FAQs, and knowledge base articles.
• Train and mentor junior customer service representatives.
• Contribute to team goals and foster a positive customer-centric environment.
• Ensure customer satisfaction by delivering prompt, professional, and helpful support.
• Collaborate with other departments to improve overall customer experience.

• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
• Minimum of 3-5 years of experience in customer service or technical support roles.
• Proven experience handling complex customer issues and escalations.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency with CRM software (e.g., Salesforce, Zendesk) and helpdesk systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Patience, empathy, and a customer-first attitude.
• Technical aptitude and ability to understand product functionalities.
• Previous experience in a senior or lead support role is advantageous.