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Customer Service Executive - Voice Process

Customer Service Executive - Voice Process

ConfidentialMumbai
5 days ago
Job description

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

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Customer Service Executive • Mumbai