Job Description

Location: Bangalore, Gurgaon

At Asteria, we are looking for a customer-oriented service representative, who shall be ready in offering customer support, overseeing the customer service process, resolving customer complaints brought to your attention and creating policies and procedures.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Specific Responsibilities:

• Manage large amounts of incoming calls.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid, and complete information by using the right method/tools.
• Escalate unresolved issues to the appropriate internal teams.
• Meet personal/customer support team for service targets and call handling quotas.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents.
• Supporting the customers through an email ticketing system and phone calls.
• Follow communication procedures, guidelines, and policies.
• Take extra mile to engage customers.
• Negotiating the terms & conditions with the customer.
• Following up with customers for any further information.
• Taking feedbacks from the customers.
• Maintaining a healthy relationship with the clients.
• A consolidated Report of all the tasks shall be furnished to RM.
• Adhering to the company’s rules and regulations.

Reporting Tasks:

• Number of calls/responses received per day from the customer.
• Number of issues and requests closed per day.
• Status on system operation conditions at customer location.
• Customer feedbacks received and documented.
• Customer issues related to the delivered systems to be categorized and documented.
• Reports to be presented on System warranty/AMC and SLA’s along with service records.
• System maintenance and Service plan.
• Shall report if there has been any incident or mishaps during flight operations and shall prepare an Incident Report (IR).
• Day to day report shall be maintained on all the active customers of Asteria.

Qualifications: Bachelor’s degree in administration, B. Com or equivalent.

 Relevant Experience: 1 – 2.5 years.

 Desired Skills & Characteristics:

• Excellent communication and presentation skills.
• Good problem-solving abilities.
• Should be flexible during working hours based on work content.
• Shall be patient, empathetic, and passionately communicative.
• Strong phone contact handling skills and active listening.
• Ability to multi-task, prioritize, and manage time effectively.
• Customer orientation and ability to adapt/respond to different types of characters.

Skills Required

• Communication
• Customer Service
• Problem Solving