Customer Service Executive

Roles and Responsibilities :

• Handle inbound and outbound calls and chat emails from customers to resolve their queries and concerns professionally.
• Process customer requests, provide accurate information, and escalate issues when necessary.
• Maintain records of all interactions with customers using CRM software.
• Meet performance targets for call handling time, quality metrics, and first-call resolution rates.
• Provide excellent customer service by resolving issues promptly and professionally.
• Collaborate with internal teams to enhance overall customer satisfaction.

Job Requirements :

• Strong knowledge of inbound process, outbound process, voice process, and CSE principles is required.
• Excellent communication skills and the ability to handle high-pressure situations effectively are essential.
• Experience working in a BPO/Call Centre environment or related field (CSE) is preferred.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• Strong problem-solving skills and attention to detail are necessary.
• Familiarity with CRM software and other customer service tools is an advantage.