Job Description

Job Summary:

The Customer Service Executive is responsible for delivering outstanding customer support, handling inquiries, solving problems, and maintaining positive relationships with customers. This role requires effective communication, empathy, and a problem-solving attitude to ensure a seamless experience for customers. The position involves working closely with other departments to ensure quick and efficient resolution of customer issues.

Location: Kandivali

Experience: 2-4 years

Key Responsibilities:

• Customer Interaction & Issue Resolution:
• Respond to customer inquiries via phone, email, chat, or in-person and provide accurate information about the company's products or services.
• Resolve customer complaints, escalating issues when necessary, and ensure timely resolution to enhance customer satisfaction.
• Follow up with customers to ensure their issues have been resolved and gather feedback to improve the service experience.
• Product/Service Knowledge:
• Maintain in-depth knowledge of company products or services to effectively answer customer questions and provide accurate information.
• Provide customers with relevant product recommendations and solutions that suit their needs.
• Stay updated with any changes in product features, pricing, policies, or procedures.
• Complaint Management:
• Manage customer complaints and ensure issues are resolved efficiently and professionally.
• Document and track complaints, feedback, and resolutions in the company's customer service system.
• Work closely with other departments, such as technical support or sales, to resolve complaints and escalate complex issues when necessary.
• Customer Retention & Relationship Building:
• Build and maintain positive relationships with customers by providing exceptional service and support.
• Assist in customer retention strategies by understanding customer needs and offering solutions to meet their requirements.
• Communicate proactively with customers to ensure they are satisfied with the company's products or services.
• Customer Data Management:
• Update and maintain accurate records of customer interactions, transactions, complaints, and feedback in the CRM system.
• Ensure all customer data is handled confidentially and comply with data protection regulations.
• Generate reports on customer interactions, feedback, and common issues to help improve the service process.
• Service Improvement:
• Identify areas for process improvement based on customer feedback and share recommendations with the management team.
• Participate in continuous learning and training sessions to stay updated on new systems, products, or customer service techniques.
• Work with the team to develop and implement strategies to enhance the overall customer experience.
• Handling Inquiries & Follow-ups:
• Handle inquiries regarding order status, billing, returns, or other service-related issues.
• Follow up on customer requests or queries and ensure timely completion of any required action.
• Work closely with the sales or logistics teams to provide accurate updates on deliveries, orders, or product availability.
• Cross-Department Collaboration:
• Collaborate with other teams such as sales, marketing, and technical support to ensure customer queries are resolved in a timely manner.
• Communicate customer feedback to product teams for continuous improvement.
• Assist the sales team in onboarding new customers by providing detailed product information and service details.
• Metrics & Performance Monitoring:
• Meet individual and team targets for response time, resolution rate, and customer satisfaction.
• Monitor and analyze customer service metrics, such as average response time and issue resolution rate.
• Provide insights and suggestions to improve customer service processes and performance.
• Customer Satisfaction Surveys & Feedback Collection:
• Conduct customer satisfaction surveys to gather feedback and identify areas for service improvement.
• Analyze customer feedback to identify trends, common complaints, and opportunities for improvement.
• Share insights with management and other teams to implement service improvements.

Qualifications:

• Bachelor's degree in any field, preferably in Business, Communications, or a related area.
• 1-3 years of experience in customer service, support, or a related role.
• Strong verbal and written communication skills.
• Familiarity with customer service software (e.g., Zendesk, Salesforce Service Cloud) is an advantage.
• Ability to handle challenging situations and resolve customer complaints in a professional manner.

Job Type: Full-time

Pay: ?15,000.00 - ?35,000.00 per month

Schedule:

• Day shift

Experience:

• Customer service: 3 years (Preferred)

Language:

• English (Preferred)

Work Location: In person