Customer Service Executive

Essential Duties & Responsibilities

Communicate with customers, building positive relationships, responding to, and progressing issues and queries to a successful conclusion at the earliest time

Always maintaining a positive, empathetic, and professional attitude toward customers.

Responding promptly to customer inquiries.

Follow up the cases, keep the promises

Ensure a good understanding of the company products and services and always maintained

Provide detailed information about products and processes

Communicating with customers through various channels

Acknowledging and resolving customer complaints

Ensure all complaints, opportunities for improvement and positive feedback from clients is recorded

Ensure all calls, tasks and cases are logged in Service Cloud (where applicable)

Processing orders, forms, applications, and requests.

Accurate data entry

Communicating and coordinating with colleagues, especially with sales force

Pick stock lenses

Ensure all tasks are thoroughly investigated within procedures and guidelines as outlined by Customer Service Manager

KEY COMPETENCIES

• Highly developed interpersonal skills
• Excellent verbal and written communication skills
• Active listening skills
• Problem analysis, independent decision making and problem-solving skills
• Attention to detail and accuracy
• Customer service orientation, customer centricity mindset
• Adaptability
• Initiative
• Empathy
• Positive attitude
• Stress tolerance
• Good time management
• A good team player with a flexible and proactive approach
• Works with integrity and ethical; Upholds organizational value
  
  

Experience

• At least 4 years of experience working with customer support.
• Previous experience with customer service and data entry
• Optical experience is an advantage
  
  

Essential Skills Required

• Knowledge of Microsoft office applications such as outlook, word, and excel
• Accurate numeracy skills
• Comfortable using computers
• Knowledge of customer service principles and practices