Customer Service Executive

Job description

Role & responsibilities

Customer Issue Resolution : Identify and resolve customer problems using the knowledge base and available resources, ensuring each solution is tailored to the customers unique needs.

Empathy & Support : As our customers often reach out during times of distress, its crucial to treat each customer with the care and attention they deserve. Youll provide compassionate, thoughtful support, as you would to a friend or family member in need.

Problem Diagnosis : Use a logical approach to diagnose issues, ask probing questions, and provide effective solutions to customers in stressful situations.

Documentation : Accurately document customer issues, following company guidelines and maintaining detailed records for future reference.

Service Explanation : Clearly explain service contract provisions to customers, especially in challenging situations, ensuring they understand their benefits and options.

Inbound & Outbound Calls : Handle both inbound and outbound calls, as well as email inquiries, providing prompt, professional, and courteous assistance.

Adherence to SOPs : Follow Standard Operating Procedures (SOPs) and company scripts to ensure consistent, high-quality service.

Quality Improvement : Continuously contribute to the improvement of service quality by recommending and implementing better processes and solutions.

Active Listening & Communication : Exhibit excellent active listening skills, demonstrating empathy and understanding in every interaction. Communicate clearly and professionally, both in writing and verbally.

Problem-Solving : Use logical reasoning to evaluate alternative solutions and make decisions that benefit the customer and align with company goals.

Time Management & Responsibility : Manage time effectively, prioritizing tasks and ensuring that customer needs are met in a timely manner.

Locations - Gurgaon, Mumbai, Kochi

Preferred candidate profile

Must know Kannada, Tamil, Telugu, Hindi, English

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Skills Required

English, Telugu, Kannada, Tamil, Hindi