Customer Service Associate

We are seeking a proactive and customer-focused individual to join our team as a Customer Service Executive. The role involves handling customer queries, complaints, and service requests across both B2B and B2C segments, ensuring a seamless and satisfactory experience.

Role & responsibilities

Manage customer escalations, ensure issue of ownership, action items, and communications are fulfilled.

Meet and adhere to Critical SLAs for timely issue resolution.

• Implement process changes to resolve escalations within agreed timelines.
• Provide valuable insights on escalations to stakeholders.
• Utilize available resources to solve complex escalations independently. Execute de-escalation tactics and strategies with team members.
• Maintain strong follow-up on all assigned cases.
• Collaborate with other customer support teams to ensure consistent and high-quality support.
• Identify root causes of customer issues, suggest areas for improvement, and provide feedback to business and development teams.
• Assist with customer communication during critical launches and support events.
• Maintain and improve NPS/CSAT scores.

Skills Required

• Strong written and verbal communication skills in grammatically correct English.
• Graduate with a minimum of 1 year of experience in handling escalation desks.
• Proficient in MS Office applications (Excel, PowerPoint, Outlook).
• Good knowledge of various social media platforms. Understanding of case analysis.
• Willingness to work rotating shifts and roster
• Proactive approach with a positive attitude and flexibility to embrace change.
• Strong attention to detail and willingness to learn.
• Exercise good judgment and independent decision-making skills.

Preferred candidate profile

2+ years of experience in Customer Support in a fast-paced support environment.

Experience with B2C-focused companies.