Customer Service Executive SMART LION

About SMART LION

Job Description

Job Title: Customer Service Representative

Location: Vadodara, Gujarat

Job Type: Full-time

About the Role:

We are seeking dynamic and customer-focused individuals to join our team as Customer Service Representatives. You will be responsible for delivering outstanding support to customers via phone, email, or chat. Your role includes resolving inquiries, offering relevant services, and ensuring a seamless customer experience. Based on business requirements, some candidates may also be assigned to Content Moderation responsibilities.

Key Responsibilities:

Customer Service Duties:

• Deliver exceptional customer service while meeting performance KPIs.

• Handle inbound/outbound calls or digital interactions professionally.

• Understand customer queries using decision-support tools and resources.

• Resolve issues empathetically and efficiently while building customer rapport.

• Recommend appropriate products/services based on customer needs.

• Accurately log interactions and update internal systems.

• Participate in process improvement initiatives.

• Stay updated on company products, services, and policies.

• Escalate unresolved or complex issues appropriately.

If Assigned to Content Moderation:

• Review user-generated content (text, images, videos) for policy compliance.

• Identify and manage content violations (e.g., adult content, extremism).

• Maintain accuracy while working with sensitive materials.

• Apply platform guidelines and community standards objectively.

Candidate Profile:

• Graduate or Undergraduate in any discipline.

• 0-3 years of experience in customer service or related roles.

• Excellent verbal and written communication skills.

• Strong customer service orientation with empathy and professionalism.

• Proficient in computer usage and system navigation.

• Ability to multitask and perform under pressure.

• Detail-oriented, reliable, and a team player.

• Willingness to work in rotational shifts.

• Comfortable with repetitive tasks and high-volume environments.

Preferred Skills:

• Strong analytical and problem-solving capabilities.

• Experience handling complex queries with effective solutions.

• Ability to work independently and take initiative.

• Demonstrated patience and professionalism in challenging situations.

Additional Information:

• Role responsibilities may vary based on business needs and location.

• All work will comply with applicable labor laws and organizational standards.