Executive Customer Service - Blended Process
ConfidentialNavi Mumbai, Mumbai, Mumbai City30+ days ago
Job descriptionProvide accurate and complete information to customers using appropriate tools and resources. Escalate unresolved issues to the appropriate internal teams and ensure timely follow-up. Document all customer interactions and actions taken accurately in CRM systems. Meet or exceed daily, weekly, and monthly performance targets (AHT, FCR, CSAT, etc.). Ensure compliance with company policies, security guidelines, and quality standards. Identify recurring issues and suggest process improvements. Work closely with team members and support departments to ensure customer satisfaction. Participate in regular training sessions, feedback discussions, and team meetings. Education : Minimum : High School Diploma / 10+2 Preferred : Bachelor's Degree in any discipline Experience : 0–2 years in a BPO / Customer Service / Call Center environment Freshers with excellent communication skills are welcome Skills : Strong verbal and written communication skills Good typing speed and basic computer literacy Ability to multitask and handle both voice and non-voice queues Empathy, patience, and problem-solving ability Knowledge of CRM tools and customer service software (preferred)
Key Responsibilities :
Customer Interaction (Voice + Non-Voice) :
- Handle incoming and outgoing customer calls professionally and efficiently.
- Respond to customer queries via email, live chat, or other digital platforms.
- Troubleshoot and resolve product or service-related issues in a timely manner.
- Maintain a customer-first approach in all interactions.
Issue Resolution :
Service Quality & Performance :
Team Collaboration :
Required Qualifications :
Skills Required
Customer Service, CSAT, Crm, AHT
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Customer Service Executive • Navi Mumbai, Mumbai, Mumbai City
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