Customer Service Executive - Thane, Mumbai, Navi Mumbai - confidential

    confidential
    confidential Thane, Mumbai, Navi Mumbai

    3 days ago

    Full time
    Description

    Key Responsibilities:

    1. 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.
    1. 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.
    1. 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.
    1. 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.
    1. 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.

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