Customer Service Executive - Voice Process

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