Customer Service Representative

Job Overview

Startek is looking for enthusiastic Customer Support Representatives to join our service team at Technopark, Trivandrum. In this role, you will handle incoming customer queries, resolve product and service issues, and deliver an exceptional customer experience across voice and non-voice channels.

Key Responsibilities

• Customer Support: Inbound customer calls, chats, or emails to address inquiries, resolve account issues, and troubleshoot service problems.

• Issue Resolution: Identify customer needs, research solutions, and escalate complex issues to appropriate internal teams while maintaining ownership until resolution.

• Data Management: Accurately log interaction details, customer feedback, and case updates in the CRM database.

• Performance Metrics: Meet key performance metrics including First Contact Resolution (FCR), Average Handling Time (AHT), and Customer Satisfaction (CSAT) scores.

Requirements & Qualifications

• High School Diploma / Graduate in any discipline.

• Excellent verbal and written communication skills in English and Hindi (knowledge of regional languages is a plus).

• Strong active listening, empathy, and problem-solving abilities.

• Basic computer literacy and fast typing speed.

• Flexibility to work in rotational shifts, including weekend shifts.