Customer Service Associate · Chandigarh

Programming.com is hiring a Customer Service Associate to join their support team in Chandigarh, assisting customers by delivering prompt, professional, and effective service across multiple communication channels.

Key Responsibilities:

• Handle inbound customer queries, requests, and concerns via phone, email, and live chat.
• Troubleshoot basic technical issues and guide users through standard resolution steps.
• Maintain thorough and accurate records of customer interactions and transactions in the CRM.
• Escalate unresolved or complex issues to senior support specialists or technical teams.
• Follow up with customers to ensure their inquiries and issues are resolved satisfactorily.
• Adhere to established communication guidelines, procedures, and service-level agreements (SLAs).
• Identify recurring user problems and provide actionable feedback to product and operations teams.
• Verify customer identity and maintain confidentiality of sensitive account details.
• Assist in updating knowledge base articles, FAQ repositories, and response templates.
• Meet and exceed performance metrics including first-contact resolution, response time, and customer satisfaction (CSAT) scores.
• Collaborate with cross-functional teams to streamline query resolution workflows.