Customer Service Executive

Job Title: Customer Service Executive (Inbound Calls)/ Chat Process

Department: Customer Service

Reporting To: Team Lead

Responsibilities:

• Answering inbound calls:

  Addressing customer inquiries, providing information, and resolving problems.

• Assisting with customer queries:

  Answering questions, providing directions, and resolving potential issues.

• Handling customer complaints:

  Listening to concerns, understanding issues, and finding appropriate solutions.

• Taking and processing orders:

  Facilitating purchases, entering information, and ensuring accuracy.

• Escalating issues:

  When necessary, transferring calls to other departments for specialized assistance.

• Maintaining product knowledge:

  Staying informed about products and services to provide accurate information to customers.

• Adhering to call scripts and guidelines:

  Following established procedures to ensure consistent and professional interactions.

• Documenting interactions:

  Recording call details, resolutions, and customer information for follow-up and analysis.

• Meeting performance metrics:

  Meeting targets for call resolution, customer satisfaction, and other relevant metrics.

Required Skills:

• Excellent communication skills:

  Clear, concise, and effective verbal communication is essential.

• Active listening:

  Paying close attention to customer concerns and needs.

• Problem-solving skills:

  Identifying and resolving issues effectively.

• Empathy and patience:

  Understanding and responding to customer emotions with patience and understanding.

• Adaptability:

  Adjusting to different customer personalities and situations.

• Product knowledge:

  Familiarity with the company's products or services.

• Customer service mindset:

  Focusing on providing excellent service and building positive relationships with customers.

• Proficiency in using call center software and systems:

  Familiarity with CRM and other related tools.

• Basic computer skills:

  Navigating computer systems and entering information accurately.

Additional Notes:

• In some roles, inbound agents may also be responsible for sales, upselling products or services, and recording leads.
• Call center agents often work in a fast-paced environment with high call volumes.
• The specific duties and responsibilities of an inbound agent may vary depending on the company and industry.