Customer Service Executive

Job Description

Role & responsibilities Handling Customer Inquiries : Responding to customer questions through various channels (phone, email, chat). Troubleshooting and Issue Resolution : Helping customers resolve technical or other issues, and escalating complex problems when necessary. Maintaining Customer Records : Keeping accurate records of customer interactions, including details of inquiries, resolutions, and follow-up actions in CRM systems. Providing Product/Service Information : Offering clear and concise information about products and services. Generating Sales Leads : Potentially identifying and assessing customer needs to generate potential sales opportunities. Handling Complaints : Addressing customer complaints in a timely and effective manner, often with the goal of finding appropriate solutions or alternatives. Building Relationships : Establishing a positive rapport with customers and building trust through open communication. Tracking KPIs : Monitoring Key Performance Indicators (KPIs) like Customer Satisfaction (CSAT), Net Promoter Score (NPS), etc., to evaluate the effectiveness of customer service efforts. Providing Feedback : Capturing customer feedback and providing insights to other teams (product, sales, tech) for continuous improvement. Training and Development : Potentially managing customer representative departments, training junior staff, and developing guidelines for customer support Preferred candidate profile Communication : Excellent verbal and written communication skills are essential for interacting with customers effectively. Active Listening : The ability to listen attentively to customer concerns and understand their perspectives. Problem - Solving : Strong problem-solving skills are crucial for resolving customer issues and finding appropriate solutions. Empathy : The ability to understand and share customers' feelings and concerns Patience : Patience is vital when dealing with difficult customers or complex issues. Adaptability : The ability to adapt to different customer needs and situations. Attention to Detail : Maintaining accurate records and ensuring that customer interactions are handled thoroughly Technical Knowledge : Depending on the role, knowledge of the company's products or services may be required. *Compensation will be depend on the experience and interview.*