Customer Service Specialist

Purpose and Overview

The purpose of this job description is to attract highly qualified candidates for the position of Customer Service Specialist at our growing company. As a Customer Service Specialist, the successful candidate will play a crucial role in ensuring customer satisfaction and maintaining positive relationships with our clients. They will be responsible for handling customer inquiries, resolving issues, and providing exceptional service to our customers.

The Customer Service Specialist will be a key member of our team, contributing their expertise and passion to help us deliver outstanding customer experiences. They will work closely with other departments to ensure seamless communication and collaboration, and will have the opportunity to make a significant impact on our company's success.

Responsibilities

• Handle customer inquiries and provide accurate and timely responses
• Resolve customer issues and complaints in a professional and efficient manner
• Maintain a high level of product knowledge to effectively address customer questions and concerns
• Ensure customer satisfaction by exceeding customer expectations and providing exceptional service
• Collaborate with other departments to resolve customer issues and improve overall customer experience
• Manage and prioritize multiple customer requests and tasks
• Document customer interactions and maintain accurate records
• Identify opportunities for process improvements and contribute to the development of best practices
• Participate in training and development programs to enhance customer service skills and product knowledge
• Stay up-to-date with industry trends and developments to better serve our customers

Requirements

• Minimum of 6 months of international BPO experience
• Excellent communication skills, both verbal and written
• Strong business process outsourcing knowledge
• Proven customer service experience
• Ability to deliver engaging presentations
• Demonstrated commitment to customer satisfaction
• Proficient in phone etiquette
• Strong presentation skills
• High school diploma or equivalent (HSC/ Graduate)
• Ability to work on-site in Mumbai, Maharashtra

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences. We #Rise together to create sustainable businesses that can bring about lasting change in our communities – to create an equal world, to be future ready, and to create value. We are a USD 6.5 billion company with 148,000+ professionals across 90 countries, helping 1255 global customers including Fortune 500 companies.

We are focused on leveraging next-generation technologies including 5G, blockchain, metaverse, quantum computing, cybersecurity, artificial intelligence, and more, to enable end-to-end digital transformation for global customers.

We are the fastest growing brand in ‘brand strength’ and rated amongst the top 7 IT services brands globally, a Gold Winner at ITSMA Marketing Excellence Awards'22, included in Bloomberg 2023 Gender-Equality Index for the fourth year in a row, and have been recognized as the 'Most Preferred Workplace'.

We are part of the Mahindra Group, founded in 1945, which is the most admired multinational federation of companies with 260,000+ employees in over 100 countries, known for its leadership in various industries including farm equipment, utility vehicles, IT, and financial services in India and is the world’s largest tractor company by volume. It also has a strong presence in renewable energy, agriculture, logistics, hospitality, and real estate. The group's focus is on leading ESG globally, enabling rural prosperity and enhancing urban living, and driving positive change in the lives of communities and stakeholders.

With the NXT.NOWTM framework, we aim to enhance human-centric experiences for our ecosystem and drive collaborative disruption with synergies arising from a robust portfolio of companies. We aim at delivering tomorrow’s experiences today and believe that the ‘Future is Now’.