Senior Customer Service Representative (Gurgaon)

We are seeking a highly analytical and technically adept Senior Customer Service Representative with 3-4 years of experience and an M.Tech degree to join our dynamic team in Gurgaon. This role is crucial in ensuring exceptional customer experiences by leveraging technical expertise to resolve complex queries and contribute to process improvements. The ideal candidate will possess a strong understanding of customer service principles combined with a robust technical background.

Key Responsibilities:

Provide advanced technical support and issue resolution for complex customer inquiries related to our e-commerce platform, product functionalities, and order management systems.

Analyze customer feedback and technical data to identify trends, root causes of issues, and areas for service improvement.

Collaborate with IT, product development, and operations teams to implement solutions and enhance customer-facing technologies.

Develop and maintain technical documentation, FAQs, and knowledge base articles to empower both customers and internal support teams.

Train and mentor junior customer service associates on technical aspects and best practices.

Ensure adherence to service level agreements (SLAs) and contribute to achieving departmental performance goals.

Proactively identify opportunities to improve the customer journey through technological solutions and process optimization.