Customer Service Executive - C2H-1year Contract

Vipany Management Consulting

4 - 6 years

1 - 6 Lacs

bengaluru

Posted:6 days ago| Platform:

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Skills Required

bpo blended process semi voice chat process customer service executive sla adherence productivity email support crm tools problem solving first contact resolution non voice aht escalation handling customer support customer experience csat call handling

Work Mode

Work from Office

Job Type

Full Time

Job Description

Customer Service Executive

Key Responsibilities:

Manage
customer queries and support requests
via chat, email, calls (semi-voice), and blended processes.
Deliver prompt, accurate, and professional responses ensuring
first-contact resolution
and customer satisfaction.
Handle
non-voice and back-office support tasks
, including data entry, email responses, and case documentation.
Provide end-to-end assistance to customers, addressing product/service inquiries, complaints, and escalations.
Collaborate with internal teams to resolve complex customer issues within defined
SLAs and quality standards
.
Ensure all customer interactions are handled with empathy, professionalism, and accuracy.
Maintain updated knowledge of company products, policies, and procedures to deliver consistent support.
Achieve performance metrics such as
CSAT, AHT, SLA adherence, and productivity targets
.
Identify process improvement opportunities and contribute to enhancing customer experience.

Required Skills & Experience:

4 - 6 years of proven experience
in customer service within the BPO industry.
Hands-on experience in
Chat Process, Semi-Voice, Non-Voice, Email Support, and Blended Process
.
Strong verbal and written communication skills with excellent grammar and clarity.
Ability to multitask across different channels while maintaining quality and efficiency.
Proficiency in MS Office (Word, Excel, Outlook) and CRM tools.
Strong problem-solving skills and customer-focused approach.
Ability to work in
rotational shifts
if required.
Consistent performance in achieving KPIs and service excellence.

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