Customer Service Executive

Job Overview

The role of a Customer Care Executive for chat and email processes is crucial for ensuring customer satisfaction through digital communication channels. This position involves interacting with customers to address their needs, resolve complaints, and provide information, all while maintaining professionalism and efficiency.

Key Responsibilities

• 3- 5 years of experience in handling customer inquiries and complaints via chat, email and sometimes calls, ensuring timely and accurate responses.
• Troubleshooting and resolving customer issues related to products and services, which may involve basic technical support.
• Escalating complex issues to appropriate internal teams when necessary, ensuring resolution within service level agreements (SLAs).
• Maintaining and updating customer records in CRM systems, such as recording interactions and managing accounts.
• Collecting customer feedback and contributing to product and service improvements, facilitating communication between customers and relevant departments.
• Staying updated with product knowledge and company policies, participating in training sessions for continuous skill enhancement.
• Assisting customers with product setup, usage, and basic technical support, ensuring they can utilise features effectively.
• Managing a queue of customer queries and prioritising them effectively, crucial for handling multiple simultaneous interactions in chat.

These responsibilities reflect the dynamic nature of the role, emphasising efficiency and customer satisfaction in text-based mediums.

Qualifications and Skills

Candidates should have:

• A high school diploma or equivalent, with a degree in business, communications, or a related field preferred.
• Strong written communication skills, especially for real-time chat and formal email responses.
• The ability to multitask and prioritise queries effectively, with good typing speed and accuracy.

Note - E-commerce experience is mandatory