Yash Laljee

Senior Customer Service Associate

Firstsource

Mumbai

10.2024 - 05.2025

Assisted customers with inquiries and provided product information.
Managed customer complaints and resolved issues efficiently.
Collaborated with team members to improve service delivery processes.
Documented customer interactions in the CRM system accurately.
Educated customers on company policies and procedures effectively.
Maintained up-to-date knowledge of products and services offered.
Handled order processing and ensured timely fulfillment of requests.
Coordinated with other departments to enhance customer experience.
Worked closely with other departments to resolve customer issues in a timely manner.
Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
Researched technical problems reported by customers and provided detailed solutions.
Collaborated with management teams to develop strategies for improving customer service processes.
Assisted customers in navigating website features, enabling them to find products easily.
Handled cash and credit card payments and returned receipts, change and payment cards to customers.
Reviewed backordered products on daily basis, checking item availability and efficiently clearing shipping queues.
Attended training sessions to grow knowledge of company products and services.
Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
Oversaw and guided team in handling customer call escalations, mentoring new employees on customer service.