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MattsenKumar
Executive/Sr. Executive – Customer ServiceMattsenKumar • Gurugram
Executive/Sr. Executive – Customer Service

Executive/Sr. Executive – Customer Service

MattsenKumar • Gurugram
30+ days ago
Job description
Job Type: Full Time Job Location: Gurugram

General Description

The Customer Service Executive attracts potential customers by answering product and service questions; suggesting information about other products and services. Handle the concerns and fulfill customer needs to ensure customer satisfaction.

Key responsibilities & Accountabilities

  • Ability to work effectively in a team environment. Pleasant, professional, and courteous personality skills.
  • Active listener – phone etiquette.
  • Appropriate responding ability to customers.
  • Ability to multi-task, prioritize and manage time effectively.
  • Identify and escalate priority issues and reporting to the high-level management.
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
  • Take the extra mile to engage customers and ensure customer delight.

Job Description [Mandatory]

  • Handle incoming calls and resolve the customer’s concern and maintain the AHT, CSAT, Quality, daily productivity time, and other applicable metrics.
  • Resolve matter by clarifying the customer’s needs and determining its cause; Offering the best solution to resolve the concern.
  • Build sustainable relationships and trust with customers through open and interactive communication.
  • Identify and assess customer’s needs and determine the query to ensure first call resolution.

Education Requirement [Mandatory]

  • Graduate/undergraduate in any stream.

Mandatory Profile Requirements (Competencies & Skills)

  • Fluent in English and Bengali languages. Should be able to read the Bengali language.
  • Inbound customer support experience – Min. Months.
  • Willing to work in a 24/7 environment (Work from the office).

Desired Profile Requirements [Good to have]

  • 1 + years of calling experience in a customer care process

Special Requirements/Certification [Optional]

  • NA
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Executive/Sr. Executive – Customer Service • Gurugram

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