Officer - Customer Relations (2-6 Yrs) Bangalore (After-Sales/Customer Service)

- Job Title: Customer Relations Officer - Chat & Voice- Location: Titan , Bangalore- Experience Required: 2 years- Role: Agency role- Working Days: 6 days/week (Rotational weekly off; Sundays included)About the Role:We are looking for a Customer Relations Officer (Chat Voice) who will be the face of our brand across multiple communication channels. You will play a pivotal role in ensuring customer satisfaction by resolving queries, educating users about our product offerings, and managing end-to-end support during and after the sales cycle.This is a multi-faceted role involving live chat (including WhatsApp), email, phone support, and outbound outreach, requiring strong interpersonal skills, empathy, and a tech-savvy mindset.Key Responsibilities:Customer Engagement:a. Respond to customer inquiries via chat, WhatsApp, email, and phone within defined SLAs.b. Assist users with onboarding, troubleshooting, and feature usage.c. Collaborate with cross-functional teams (IT, CRM, Product) to ensure seamless issue resolution.d. Maintain accurate records of interactions and follow-ups in internal systems.e. Collect and relay customer feedback to product and business teams for continuous improvement.f. Provide both pre-sales and post-sales support.Outbound Engagement:a. Conduct outbound calls to engage potential leads and improve conversion.b. Follow up on complaints/escalations and ensure resolution closure.c. Maintain hygiene metrics including accurate tagging and data updates.d. Work towards enhancing CSAT and customer retention.Qualification:1. Education: any graduation2. Experience: 2 years in a customer-facing role (chat, voice, CRM, etc.)3. Familiarity with digital tools and chat platforms (Live Chat, WhatsApp, CRM software)4. Key Performance Indicators (KPIs)5. Customer Satisfaction (CSAT)6. First Contact Resolution (FCR)7. Conversion Rate & Revenue Contribution8. Accuracy in Documentation & Call Tagging9. Productivity & SLA Compliance (ref:updazz.com)

Payroll Type : Permanent