Executive - Customer Services (Voice)

Key Responsibilities:

1. Customer Interaction:

• Answer inbound calls from customers in a professional and courteous manner.
• Resolve customer queries and issues related to [products/services offered by the company].
• Provide accurate, valid, and complete information by using the right methods/tools.
• Identify and assess customers needs to achieve satisfaction.
• Handle complaints, provide appropriate solutions, and follow up to ensure resolution.

1. Service Quality:

• Ensure high customer satisfaction by providing timely and effective support.
• Maintain a positive and empathetic attitude with every customer interaction.
• Achieve and maintain KPIs (Key Performance Indicators) such as call resolution time, customer satisfaction score, etc.

1. Documentation & Reporting:

• Document customer interactions accurately in the CRM or relevant system.
• Keep records of customer interactions, process customer accounts, and file documents.
• Report recurring customer issues or feedback to the relevant teams for continuous improvement.

1. Collaboration & Teamwork:

• Work closely with other team members to ensure smooth and efficient customer service operations.
• Participate in team meetings and training sessions to improve individual and team performance.
• Assist in training new team members and share best practices.

1. Product/Service Knowledge:

• Keep up to date with product/service knowledge and updates.
• Stay informed about any changes to policies, procedures, and systems that affect customer service delivery.

Qualifications:

• Education:
• Minimum of a high school diploma or equivalent.
• A Bachelor's degree (preferred but not mandatory).
• Experience:
• Prior experience in a voice-based customer service role is an advantage, but freshers are also welcome.
• Experience in handling customer queries in a call center environment (preferred).
• Skills:
• Excellent communication skills (both verbal and written).
• Active listening skills with the ability to understand customer concerns.
• Ability to maintain composure and professionalism in challenging situations.
• Strong problem-solving skills and attention to detail.
• Ability to work well in a team and individually.
• Basic computer skills and familiarity with CRM tools is a plus.
• Other Requirements:
• Flexibility to work in shifts, including weekends and holidays if required.
• Strong interpersonal skills with a customer-first mindset.
• Patience, empathy, and a positive attitude toward customers.