Customer Service Representative

Neynel IT Pvt. Ltd., Malda’s leading 360-degree IT solutions firm, is looking for a dedicated and empathetic Customer Service Representative (CSR). At Neynel IT, customer service isn't just about answering phones—it’s about managing the vital relationship between our technical innovations and our valued clients to ensure long-term success and satisfaction.

1. Key Responsibilities

In this role, you will be the face and voice of the company, ensuring a seamless post-project experience:

Relationship Management: Serve as the primary point of contact for clients, managing inquiries and maintaining high levels of client engagement.
Incident & Ticket Coordination: Log client requirements or technical issues accurately and coordinate with the engineering team for timely resolution.
SLA Monitoring: Ensure that all client concerns are addressed within the promised Service Level Agreement (SLA) timelines.
Onboarding & Guidance: Assist new clients in navigating our service portals and understanding the technical solutions we have implemented.
Feedback Collection: Conduct surveys and gather client feedback to help our "Mandarins" improve our 360-degree IT offerings.
Site Visits: Be prepared to visit client locations across various districts or states to provide hands-on support or conduct service reviews when required.

2. Professional Skillset

Technical Communication: Ability to translate technical jargon into simple, actionable information for clients.
Linguistic Fluency: Must be highly proficient in verbal and written Bengali, Hindi, and English.
Software Proficiency: Familiarity with CRM tools (Zendesk, HubSpot, or Salesforce) and standard office suites (Microsoft 365/Google Workspace).
Problem-Solving: Strong emotional intelligence and the ability to remain calm and professional under high-pressure situations.