Customer Service Executive

Job Title: Customer Service Executive (Inbound Calls)/ Chat Process Department: Customer Service Reporting To: Team Lead 1. Job Purpose: The Customer Service Executive (Inbound) is responsible for handling incoming customer queries, complaints, and support requests. The role focuses on delivering excellent service, resolving concerns effectively, and ensuring customer satisfaction. 2. Key Responsibilities (KRAs): Handle inbound customer calls, address inquiries, and provide solutions. Maintain a high level of professionalism and empathy while resolving customer complaints. Ensure first-call resolution (FCR) to minimize repeat inquiries. Log all customer interactions into the CRM system for accurate record-keeping. Escalate unresolved issues to the appropriate departments. Provide customers with accurate product and service information. 3. Key Performance Indicators (KPIs): First Call Resolution (FCR) rate. Customer satisfaction score (CSAT). Average handling time (AHT). Number of queries resolved within TAT. 4. Required Qualifications & Experience: Bachelor's degree or equivalent. 1-3 years of experience in inbound customer service. Experience in FMCG, dairy, or e-commerce is a plus. 5. Skills & Competencies: Strong communication and listening skills. Problem-solving and conflict resolution skills. Ability to work under pressure and handle high call volumes. 6. Reporting Structure: Reports to: Customer Service Team Lead. Works with: Customer Support Team & Operations Team.