Customer Service Representative

Position Overview

We are looking for an enthusiastic and client-oriented Customer Service Representative (CSR) to become part of our growing team. The ideal candidate will be responsible for assisting customers, assessing their needs, and ensuring a positive customer experience throughout the claims process.

Core Responsibilities

• Manage incoming and outgoing telephone calls.
• Engage with clients/customers to identify concerns and gather relevant information.
• Assess and confirm customer qualification based on campaign requirements.
• Accurately capture and update customer details within the CRM database.
• Provide clear and concise guidance regarding the claims procedure.
• Arrange appointments or connect customers with legal consultants, assessors, or case specialists when necessary.
• Adhere to company policies, compliance standards, and data privacy regulations.
• Demonstrate professionalism, patience, and compassion when assisting vulnerable individuals.
• Achieve daily, weekly, and monthly performance objectives.
• Maintain detailed and accurate records of customer communications and case updates.

Required Skills & Qualifications

• Strong spoken and written communication abilities.
• Excellent active listening and probing skills.
• Previous experience in customer support or a call center environment is advantageous; however, fresh candidates with strong communication skills are encouraged to apply.
• Ability to handle confidential and sensitive discussions with professionalism.
• Proficiency in computer applications and data entry tasks.
• Working knowledge of CRM platforms is preferred.
• Comfortable working in a performance-driven environment.
• Strong analytical thinking, problem-solving capabilities, and attention to detail.

Performance Metrics (KPIs)

• Daily call volume handled.
• Number of eligible leads generated.
• Lead conversion performance.
• Customer satisfaction ratings.
• Accuracy of information entered and compliance with procedures.
• Attendance, efficiency, and productivity measurements.

Work Schedule

• Monday – Thursday: 1:00 PM – 10:30 PM
• Friday: 2:30 PM – 9:30 PM (Half Day)
• Saturday: 2:00 PM – 8:00 PM (Half Day)
• Sunday: Fixed weekly off

Important: Employees are required to arrive at the office at least 10 minutes before their scheduled shift.

Employee Benefits

• Complimentary company-provided dinner
• Positive and professional workplace culture
• Career advancement opportunities
• Pre-employment training and development
• Annual leave and paid public holidays

Employment Type

Onsite / Office-Based Position

Pay: Rs30,000.00 - Rs35,000.00 per month

Work Location: In person