Customer Service Executive

Job Description

Role & responsibilities Utilize communication strategies (Call Support, Email Support) to partner with customers and understand the root cause of issues and investigate options for resolution. Drive consistent high-quality work while being efficient and effective in developing strategies to organize and prioritize workload, track on-going customer requests, and complete timely professional follow-up via phone or email. Build relationships with both internal and external customers by exercising sound independent judgement, helping to develop the Customer Experience brand, and advocating to resolve customer concerns. Evaluate, identify, and implement ideas to improve Customer Experience processes and participate in activities as appropriate to ensure the success of the organization. • Provide support to team members, brainstorm new ways to improve processes and provide resources for continued team development. Enter essential data into business systems to complete necessary functions such as: service requests, part replacements, product orders, etc. Utilize resources such as price lists, specification guides, product prints and electronic product resources (Synergy/HON Ready) to find information to answer product questions and develop tools to continue learning about new processes and products. Consistently achieve individual goals. Embrace continuous learning with the capacity to accept continuous change. Utilize resources effectively across the organization to drive intended results. Participate in activities as appropriate to ensure the success of the organization. Should be ready to work in US Shift timings. If the need arises, should be flexible to work in any shift as per the business requirements. Work Experience and Skills Minimum of 4-5 Years of experience in International Call Centre / BPO. Should have knowledge of both Voice and Backoffice, Chat & Emails) Should have experience working with US, UK, Europe clients. Excellent communication skills and attention to detail required (candidates with C1 & C2 CEFR Levels is preferred) Knowledge on Microsoft Office (Knowledge of Salesforce, Oracle ERP is preferred) Excellent problem-solving skills required