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Heineken International B.V.
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Customer Service Executive

Customer Service Executive

Heineken International B.V.

0 years

0 Lacs

bengaluru karnataka

Posted:1 day ago| Platform: SimplyHired logo

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Skills Required

microsoft excel salesforce english communication skills

Work Mode

On-site

Job Type

Full Time

Job Description

Key Responsibilities:
Call Center Supervision and Training Monitor day-to-day operations of call center agents handling consumer and customer complaints Train new and existing agents on standard operating procedures (SOPs), complaint categories, and platform usage Conduct periodic refreshers and quality audits to ensure compliance with expected standards Complaint Logging Quality Ensure every complaint logged in the system has all the necessary fields and supporting information for timely closure Review complaint entries and coordinate with field teams for any missing inputs Identify patterns in ticket errors or gaps and address them through targeted training Ticket Monitoring & Feedback Loop Monitor ticket queues to ensure first responses are sent to consumers & customers within defined SLAs Escalate any delays or process deviations to the CX PMO or relevant team Support in collecting and collating consumer feedback on the complaint experience Key Skills & Competencies:
Strong interpersonal and team supervision skills Attention to detail, especially in process compliance and data quality Ability to train and motivate frontline staff Proficient in Excel/Google Sheets; familiarity with ticketing platforms (e.g., Freshdesk, Salesforce) is a plus Good written and verbal communication in English; regional languages preferred for better agent interaction

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Customer Service Executive