Executive - Customer Management

Key Responsibilities:

Customer Interaction:

• Handle incoming and outgoing calls, emails, and chats to assist customers.
• Address inquiries related to products, services, or account management.
• Provide prompt, accurate, and personalized solutions to customers.

Customer Relationship Management:

• Build rapport and maintain strong relationships with customers.
• Ensure timely follow-ups and resolution of customer complaints or issues.
• Educate customers on product features, benefits, and usage.

Issue Resolution & Documentation:

• Resolve customer concerns with a problem-solving approach.
• Document interactions and resolutions accurately in CRM systems.
• Escalate unresolved issues appropriately and follow up until closure.

Process Adherence & Performance:

• Adhere to company policies, procedures, and quality standards.
• Meet individual KPIs such as CSAT, FCR, AHT, and ticket resolution time.
• Provide feedback for continuous improvement of service processes.

Qualifications:

• Education:
• Minimum 12th pass; graduate preferred.
• Experience:
• 1–3 years in customer service, client servicing, or call center operations.
• Freshers with excellent communication skills may be considered.
• Skills:
• Strong verbal and written communication skills.
• Good interpersonal and conflict-resolution skills.
• Familiarity with CRM systems and Microsoft Office.
• Ability to multitask and manage time efficiently.