Customer Service Executive

Job Purpose:

We are seeking a proactive and customer-focused Customer Service Associate / Executive to join our team. The ideal candidate will be responsible for handling customer enquiries, resolving issues efficiently, and delivering exceptional service across multiple channels including phone, email, and WhatsApp Tickets.

Key Accountabilities:

• Respond promptly and professionally to customer queries via phone, email, and WhatsApp Tickets.
• Resolve customer complaints and provide appropriate solutions within defined timelines.
• Maintain accurate records of customer interactions and transactions.
• Follow communication procedures, guidelines, and policies.
• Collaborate with internal teams to ensure customer satisfaction.
• Identify and escalate borrower grievances to the appropriate departments.
• Meet or exceed performance metrics such as CSAT, and response time.

Required Skills & Qualifications

• Bachelors degree or equivalent experience.
• 1–2 years of experience in customer service or a related field.
• Excellent verbal and written communication skills.
• Strong problem-solving and multitasking abilities.
• Proficiency in CRM systems and Microsoft Office tools.
• Ability to remain calm and empathetic under pressure.

Preferred Attributes

• Experience in a fast-paced, high-volume support environment.
• Familiarity with CSAT and other customer experience metrics.
• Fluency in 4 languages (English (Mandatory), Hindi (Mandatory), Malayalam, Tamil.
• Positive attitude and a passion for helping others.

Performance Metrics

• Customer Satisfaction Score (CSAT)
• Net Promoter Scores (NPS)
• First Contact Resolution (FCR)
• Average Handling Time (AHT)
• Quality Assurance Score