Customer Service Executive

Skillventory

4 - 9 years

4 - 9 Lacs

Navi Mumbai Maharashtra India

Posted:4 hours ago| Platform: Foundit logo

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Skills Required

Customer Interaction issue resolution Performance Improvement Reporting & Training Ozonetel IVR platforms

Work Mode

On-site

Job Type

Full Time

Job Description

Customer Service Executive

Roles & Responsibilities:

Customer Interaction
: Ensure a seamless customer experience and drive client satisfaction across digital and assisted channels. Manage and optimize call routing and customer engagement.
Issue Resolution
: Track and resolve customer complaints, queries, and feedback within defined SLAs. Coordinate with internal departments (operations, product, compliance) to resolve issues efficiently.
Service Delivery
: Coordinate with customer support executives to ensure high-quality service delivery.
Performance Improvement
: Analyze support data to improve call handling efficiency and reduce response times. Implement strategies to enhance customer satisfaction and retention.
Reporting & Training
: Prepare regular MIS, customer insights, and call performance reports. Conduct periodic customer satisfaction surveys. Train the team on product knowledge, soft skills, and the usage of support tools.

Skills Required:

Experience in the
investment or financial services sector
.
Hands-on exposure to
Ozonetel, IVR platforms, and CRM tools
.
Strong analytical skills to analyze support data and identify areas for improvement.
Excellent communication and problem-solving skills to resolve customer complaints and coordinate with internal teams.
Knowledge of
BFSI regulations
related to customer handling.
Ability to train and mentor team members.

QUALIFICATION:

Bachelor's degree in Business, Finance, or a related field, or equivalent practical experience.

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