Customer Service Executive - Hyderabad, India - Yira

Description

Title :
Customer Service Executive

Reports To:
Director Operations
Job Overview
We are looking for a detail-oriented Customer service Executive to handle customer service interactions and reports.

The CSE will enable the continuity of services while providing support to the clients to ensure a seamless experience to them.

The CSE's responsibilities include providing the highest level of customer service and satisfaction and developing lasting customer relationships. The CSE maintains a strong working knowledge of the company's products and services.


The CSE should be a team worker and be able to work with other teams to ensure the desired outcomes are achieved.

Responsibilities and Duties

• Maintaining the service desk with the highest efficiency. Resolving service desk problems and improving service methods to increase the service desk's productivity and customer service.
• Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers.
• Assisting with or performing administrative tasks, such as onboarding of new customers, training of the customers and actively engaging with them.

Operations

• To take ownership of the client/customer queries and lead to an acceptable resolution.
• To develop the appropriate processes to facilitate an engaged customer experience.
• Ensure the SOPs are adhered to by developing relevant checks and balances.
• Work with customers to design and develop mutually agreeable SLAs. Ensure that all operations and support activities are completed as per the defined SLAs.
• To ensure that in case of delay clear and specific information is shared with the customer/client regarding a resolution.
• To ensure that the required equipment is available for the delivery of the services.

Client Services

• To follow the plan of action for the various stages of the customer service process.
• The CSE will work closely with the sales team.
• To ensure the onboarding, training, learning & development sessions for customers, prepare and share relevant ICE material and support them where needed.
• Continuously monitor metrics and leverage customer feedback to drive continuous improvement of service practices.
• Improve customer service experience, create engaged customers and facilitate organic growth. Ensure regular and periodic communication with the clients to preempt and address any queries to ensure customer service excellence.
• Document the customer journey. To ensure that the required documentation of the all activities are done on the system provided and available for review.

Additional
Tasks

• To take up any additional work that may be given by the management/Leadership team.

(The above list of tasks is only indicative and other tasks will be assigned based on the requirement of the role and nature of work)

Qualifications

• Preferably have an experience of at least 2 years handling customers and jhaving worked on CRM software.

Salary:
₹25, ₹30,000.00 per month


Schedule:

• Day shift

Ability to commute/relocate:

• Hyderabad, Telangana: Reliably commute or planning to relocate before starting work (required)

Education:

• Bachelor's (preferred)

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