Customer Service excutive (Mumbai)

Job Description

mail : - info@naukripay.com

Customer Executive's job involves serving as a key point of contact for customers, providing support, resolving issues, and gathering feedback across various communication channels like phone, email, and chat. Core responsibilities include responding to inquiries, troubleshooting problems, maintaining detailed customer records in CRM systems, escalating complex issues, and contributing to overall customer satisfaction and service improvement. Essential skills for this role are strong communication, active listening, empathy, patience, and product knowledge.

Key Responsibilities

Customer Interaction :

Handle incoming customer inquiries through phone calls, emails, and chat, providing timely and accurate responses.

Problem Resolution :

Actively listen to customer concerns, troubleshoot issues, and provide effective solutions to ensure customer satisfaction.

Information Provision :

Deliver clear and accurate information about a company's products, services, and policies to guide customers.

Record Keeping :

Maintain detailed and accurate records of customer interactions, resolutions, and feedback in the company's CRM system.

Escalation :

Escalate complex or unresolved issues to the appropriate higher authorities or departments for further assistance.

Feedback Collection :

Gather customer feedback and trends to share with internal teams, contributing to service and product improvements.

Follow-Up :

Conduct follow-ups with customers to ensure their issues are fully resolved and to ensure satisfaction.

Brand Consistency :

Maintain a consistent brand voice and professionalism in all customer interactions.

Essential Skills

Communication :

Strong verbal and written communication skills are vital for effectively interacting with customers and internal teams.

Active Listening :

The ability to attentively listen to customer needs and problems without interruption is a crucial skill.

Empathy and Patience :

Displaying empathy and maintaining a patient and professional demeanor is essential for handling customer issues.

Product Knowledge :

A deep understanding of the company's products, services, and policies is necessary to address customer concerns effectively.

Problem-Solving :

Strong analytical and problem-solving skills are needed to troubleshoot issues and find appropriate solutions.

Technical Aptitude :

Basic technical knowledge helps in utilizing customer support tools and resolving technical issues.

Requirements

meeting with clients virtually or during sales visits. demonstrating and presenting products. establishing new business. maintaining accurate records. attending trade exhibitions, conferences and meetings. reviewing sales performance. negotiating contracts and packages.