Senior Customer Service Representative @ KAJ Consultancy

Job Summary

We are seeking a highly motivated and experienced Senior Customer Service Representative (Senior CSR) to join our team. The ideal candidate will play a key role in ensuring an excellent customer experience through professional communication, strong problem-solving skills, and leadership in handling complex customer issues.

As a Senior CSR, you will serve as the point of escalation for customer concerns, mentor junior representatives, and collaborate with cross-functional teams to enhance service quality and operational efficiency. This position is perfect for someone who thrives in a fast-paced environment, is passionate about customer satisfaction, and demonstrates a commitment to continuous improvement.

Role and Responsibilities:

• Handle escalated customer inquiries and complaints with professionalism and empathy.

• Ensure prompt resolution of customer issues while maintaining high satisfaction levels.

• Mentor and coach junior CSR team members to improve performance and service quality.

• Monitor daily operations and assist in meeting departmental KPIs.

• Identify opportunities to improve processes, customer engagement, and team productivity.

• Collaborate with other departments (Sales, Operations, IT, etc.) to deliver seamless customer support.

• Prepare and analyze service reports to track performance metrics and identify areas for improvement.

Required Skills

Experience: 

• 1–2 years in a customer service role (BPO, corporate, or related industry preferred).

Communication Skills: 

• Exceptional verbal and written communication with strong listening and empathy.

Problem-Solving:

• Ability to handle difficult situations and provide quick, effective solutions.

 Leadership:

• Experience mentoring or assisting junior staff members; strong sense of teamwork.

Technical Proficiency:

• Familiarity with CRM systems (e.g., Salesforce, Zendesk, Freshdesk) and MS Office tools.

 Multitasking:

• Ability to manage multiple priorities in a fast-paced environment.

Customer Focus:

• Genuine passion for helping people and ensuring customer satisfaction.

Analytical Thinking:

• Capable of interpreting data and generating insights to enhance performance.