Customer Service Executive

Job Description – Customer Service Executive

Position: Customer Service Executive
Location: Pune, Maharashtra
Experience Required: 2–4 Years
Employment Type: Full-time

About the Role

We are seeking a Customer Service Executive with proven experience in handling international voice processes, CRM tools, and SLA-driven environments. The role involves managing customer interactions via calls, emails, and live chat, ensuring timely resolution, and enhancing customer satisfaction. The ideal candidate should be proactive, detail-oriented, and skilled in issue resolution, upselling, and data analysis.

Key Responsibilities

• Manage customer queries, complaints, and escalations via calls, emails, and live chat in alignment with SLAs.
• Handle international voice process support for US/UK clients, ensuring excellent communication and service quality.
• Perform cold calling and lead generation to convert inquiries into sales opportunities.
• Maintain accurate customer records using CRM tools such as Salesforce, Zoho, Freshdesk, or Zendesk.
• Ensure SLA adherence by monitoring AHT, FCR, and CSAT metrics.
• Collaborate with cross-functional teams (Sales, Operations, and Support) to resolve issues and improve workflows.
• Prepare daily/weekly reports and dashboards using MS Excel (VLOOKUP, Pivot Tables, Dashboards).
• Contribute to process improvement initiatives by analyzing customer feedback and operational gaps.
• Support upselling and cross-selling opportunities while maintaining high customer retention.

Required Skills & Competencies

• Excellent communication and interpersonal skills with strong command over English.
• Proven experience in international customer service (voice & non-voice).
• Proficiency in CRM & Ticketing Tools – Salesforce, Zoho, Freshdesk, Zendesk.
• Strong knowledge of MS Excel (Reports, Dashboards, Pivot Tables).
• Ability to handle high-volume queries with accuracy and empathy.
• Experience in SLA management, complaint resolution, and escalation handling.
• Skills in cold calling, upselling, and cross-selling.

Job Type: Full-time

Pay: ₹350,000.00 - ₹400,000.00 per year

Experience:

• IT: 3 years (Required)
• International voice process: 3 years (Required)
• Customer Service: 3 years (Required)

Language:

• English (Required)

Work Location: In person