Customer Service Executive (Voice)

Key Responsibilities :

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.

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.

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.

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.

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.

Skills Required

Customer Service, Problem-solving, Crm