Customer Service Representative

About the Role

Srikara Builders Private Limited is seeking a dedicated Customer Service Representative (CSR) based in Bengaluru, Karnataka. This full-time position is situated at Basavannagudi, Nagasandra Circle, reporting directly to the Regional Head. The CSR will manage customer inquiries, provide prompt assistance, collaborate internally, and foster customer satisfaction throughout their interaction with the company.

Key Responsibilities

• Respond to customer questions via phone, WhatsApp, email, and other official channels efficiently.
• Comprehend customer needs and supply precise details about products, services, orders, delivery, installation, and post-sale support.
• Maintain courteous and professional communication with customers at all times.
• Collaborate with departments including Sales, Design, Production, Procurement, Dispatch, Installation, and Accounts to address customer requests and challenges.
• Track and follow up on orders, quotations, payments, deliveries, installations, and service demands.
• Keep accurate records of customer information, interactions, complaints, and follow-ups using CRM, HRMS, or company systems.
• Promptly attend to complaints and service issues, ensuring resolutions within agreed timelines.
• Escalate complex or unresolved concerns to appropriate management.
• Conduct follow-ups post-delivery or installation to confirm customer satisfaction and resolve outstanding issues.
• Foster positive relationships with current customers to aid retention efforts.
• Support sales team with inquiries, leads, visits, quotations, and order-related interactions.
• Provide timely updates to customers regarding order statuses, delays, and service schedules.
• Transmit customer feedback to relevant departments for ongoing enhancement.
• Safeguard the confidentiality of customer and company information throughout all activities.
• Execute additional customer service and coordination tasks as directed by management.

Qualifications and Skills

• Exceptional verbal and written communication capabilities.
• Strong interpersonal and customer management skills.
• Proficient follow-up and coordination capabilities.
• Competence in problem-solving and conflict management.
• Ability to manage multiple customers and responsibilities simultaneously.
• Demonstrate excellent telephone etiquette and professional communication standards.
• Basic computing skills, including familiarity with MS Office applications.
• Knowledge of CRM or customer management software is favorable.
• Effective collaboration skills with sales and internal teams.
• Exhibit a positive mindset, patience, and a focus on customer satisfaction.