AFSAR MOHAMMED

Customer Service Associate

Genpact India

Hyderabad, Telangana

01.2019 - 10.2022

Answering Inquiries: Responding to customer inquiries and providing information about products, services, or company policies.
Resolving Issues: Addressing and resolving customer complaints, concerns, or problems effectively and efficiently.
Order Processing: Assisting customers with placing orders, tracking shipments, and handling returns or exchanges.
Technical Support: Providing technical assistance and troubleshooting for customers experiencing product or service-related issues.
Complaint Handling: Managing customer complaints with empathy and professionalism, aiming to find a satisfactory resolution.
Providing Guidance: Offering guidance on product selection, usage, or troubleshooting procedures.
Maintaining Records: Documenting customer interactions, issues, and resolutions in a customer relationship management (CRM) system.
Follow-up: Following up with customers to ensure that their issues have been resolved to their satisfaction and gathering feedback on their experience.
Up-selling and Cross-selling: Identifying opportunities to promote additional products or services that may benefit the customer.
Policy Explanation: Clarifying company policies, terms, and conditions to customers.
Handling Escalations: Escalating complex or unresolved issues to higher levels of support or management as needed.
Product Knowledge: Staying informed about the company's products, services, and industry trends to provide accurate and up-to-date information.
Communication Skills: Communicating clearly and effectively, both verbally and in writing, to ensure customers understand the information provided.
Empathy and Patience: Demonstrating empathy and patience when dealing with frustrated or upset customers, understanding their perspective, and working towards a resolution.
Team Collaboration: Collaborating with other departments or teams within the organization to address customer concerns or improve overall customer experience.
Training and Development: Participating in ongoing training sessions to stay informed about updates, new products, and evolving customer service techniques.
Quality Assurance: Adhering to quality standards and ensuring that customer interactions meet or exceed established benchmarks.
Feedback Gathering: Collecting and providing feedback to the company based on customer interactions to help improve products, services, or processes.
Adaptability: Being adaptable to changes in policies, procedures, and technologies to better serve customer needs.