Customer Service Executive

Responsibilities

- Respond to customer inquiries via phone, email, and live chat promptly and courteously.
- Resolve product or service issues by clarifying the customers complaint, determining the cause, and selecting the best solution.- Process orders, forms, applications, and requests accurately.- Follow up on customer interactions to ensure their issues have been resolved.- Maintain detailed records of customer interactions, transactions, comments, and complaints in the CRM system.- Escalate unresolved issues to the appropriate internal teams and follow up to ensure resolution.- Provide product and service information to customers and guide them through the purchasing process.- Identify and assess customers’ needs to achieve satisfaction and improve customer loyalty.- Assist with onboarding new customers by explaining account setup and usage.- Work with the technical support team to resolve frequently occurring or unique technical issues.- Prepare and distribute customer activity reports to management.- Participate in regular training sessions to stay updated on product knowledge and company policies.- Contribute to team meetings and share insights on customer feedback and potential improvements.- Monitor customer feedback and provide suggestions to improve customer experience and service processes.- Handle returns or complaints per company guidelines and initiate refunds or exchanges as necessary.- Verify and update customer information in database to ensure accuracy and completeness.- Collaborate with the sales team to promote and upsell products and services.- Facilitate service improvement initiatives based on customer feedback.- Maintain up-to-date knowledge of company offerings, competitors, and market conditions.- Perform additional tasks and responsibilities as required to support the customer service department.