Customer Service Executive

Job Title: Customer Service Executive (Inbound Calls)

1. Job Purpose:

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.

Job Title: Customer Service Executive ( Retention)

1. Job Purpose:

• Make outbound calls to existing customers for engagement and retention.
• Follow up on previous concerns to ensure resolution and customer satisfaction.
• Persuade customers to continue their subscriptions or services.
• Conduct surveys and collect feedback to improve service offerings.
• Escalate customer complaints to relevant teams when needed.

3. Key Performance Indicators (KPIs):

• Customer retention rate.
• Number of successful reactivations.
• Customer satisfaction score (CSAT).
• Number of follow-up calls leading to resolution.

4. Required Qualifications & Experience:

• Bachelor's degree or equivalent.
• 1-3 years of experience in outbound customer service or retention.
• Experience in FMCG, dairy, or subscription-based services is preferred.

5. Skills & Competencies:

• Excellent persuasion and negotiation skills.
• Strong problem-solving ability and resilience.
• Ability to handle objections and convert negative experiences into positive ones.

6. Reporting Structure:

• Reports to: Customer Service Team Lead.
• Works with: Sales & Marketing Teams.

Job Title: Customer Service Executive (WhatsApp Chat & Digital Support)

1. Job Purpose:

2. Key Responsibilities (KRAs):

• Respond to customer queries via WhatsApp and other digital channels.
• Manage multiple customer conversations efficiently.
• Ensure responses align with company policies and service standards.
• Escalate complex issues to the appropriate team.
• Maintain accuracy in logging chat interactions into CRM.
• Promote upselling and cross-selling of relevant products.

3. Key Performance Indicators (KPIs):

• Response time to customer queries.
• Customer satisfaction score (CSAT).
• Number of issues resolved via chat support.
• Upselling/conversion success rate.

4. Required Qualifications & Experience:

• Bachelor's degree or equivalent.
• 1-2 years of experience in chat support or digital customer service.
• Experience in handling WhatsApp Business API is a plus.

5. Skills & Competencies:

• Fast and accurate typing skills.
• Strong written communication skills.
• Ability to multitask and handle multiple chats simultaneously.

6. Reporting Structure:

• Reports to: Customer Service Team Lead.
• Works with: Sales, Operations, and IT Teams.

Job Title: Customer Service Executive (Welcome Calls)

1. Job Purpose:

2. Key Responsibilities (KRAs):

• Make welcome calls to new customers, introducing them to the service.
• Provide product/service guidance and answer initial questions.
• Ensure smooth onboarding and address any early concerns.
• Collect feedback on the initial customer experience.
• Guide customers on self-service tools and contact points.

3. Key Performance Indicators (KPIs):

• Percentage of new customers successfully onboarded.
• First-week customer satisfaction score.
• Reduction in early-stage complaints.

4. Required Qualifications & Experience:

• Bachelor's degree or equivalent.
• 1-2 years of experience in customer service, onboarding, or relationship management.

5. Skills & Competencies:

• Friendly and engaging communication style.
• Strong customer relationship management skills.
• Ability to simplify product explanations for new customers.

6. Reporting Structure:

• Reports to: Customer Service Team Lead.
• Works with: Customer Service & Sales Teams.