Customer Experience Executive

Customer Support Executive

Key Responsibilities:

• Answer incoming calls promptly and professionally, adhering to quality and service standards.
  
• Understand customer queries, provide accurate information, and guide customers to appropriate solutions.
  
• Handle customer complaints with empathy and efficiency, aiming for first-call resolution.
  
• Escalate complex issues to senior support or relevant departments while ensuring timely follow-up.
  
• Log all customer interactions accurately in the internal CRM system, including details of inquiries, comments, and actions taken.
  
• Stay updated on product knowledge, company policies, and service changes to ensure accurate communication.
  
• Follow call handling procedures, scripts, and meet service-level agreements (SLAs).
  
• Provide feedback to management on recurring issues or emerging customer trends.
  

Required Skills and Qualifications:

• Bachelors degree in any discipline (preferred).
  
• 2-4 years of experience in customer service or call center roles, preferably inbound calling.
  
• Excellent verbal communication skills in English.
  
• Customer-centric mindset with strong problem-solving abilities.
  
• Proficiency in using computers, CRM tools, and call center software.
  
• Ability to handle high call volumes in a fast-paced environment.
  

Preferred Qualities:

• Experience in customer support within e-commerce, telecom, fintech, or BPO sectors.
  
• Familiarity with ticketing systems such as Zendesk, Freshdesk, or Salesforce.
  
• Strong organizational and multitasking skills.
  
• Positive attitude and team-player mentality.
  

What We Offer:

• Comprehensive onboarding and product training.
  
• A collaborative, respectful, and supportive work environment.
  
• Competitive salary and performance-based incentives.
  
• Health and wellness benefits (if applicable).
  
• Opportunities for internal growth and career development.