(01 / 11 / 2025) Customer Service Executive

Key Responsibilities :

Call Center Supervision and Training

Monitor day-to-day operations of call center agents handling consumer and customer complaints

Train new and existing agents on standard operating procedures (SOPs), complaint categories, and platform usage

Conduct periodic refreshers and quality audits to ensure compliance with expected standards

Complaint Logging Quality

Ensure every complaint logged in the system has all the necessary fields and supporting information for timely closure

Review complaint entries and coordinate with field teams for any missing inputs

Identify patterns in ticket errors or gaps and address them through targeted training

Ticket Monitoring & Feedback Loop

Monitor ticket queues to ensure first responses are sent to consumers & customers within defined SLAs

Escalate any delays or process deviations to the CX PMO or relevant team

Support in collecting and collating consumer feedback on the complaint experience

Key Skills & Competencies :

Strong interpersonal and team supervision skills

Attention to detail, especially in process compliance and data quality

Ability to train and motivate frontline staff

Proficient in Excel / Google Sheets; familiarity with ticketing platforms (e.g., Freshdesk, Salesforce) is a plus

Good written and verbal communication in English; regional languages preferred for better agent interaction