Customer Service Executive

About the Role

The Analyst (Customer service agent) is a key frontline operations professional responsible for ensuring positive customer interactions, satisfaction and thereby resolving the issues of the customer.

Responsibilities

• Customer Interaction: Engage with customers through chat, addressing inquiries, providing information, and resolving issues promptly while adhering to the high-quality standards.
• Issue Resolution: Listen actively to customer concerns, diagnose issues, and offer effective solutions. Ensure timely and satisfactory resolution of complaints to maintain customer satisfaction.
• Multitasking: Manage multiple chat sessions simultaneously (wherever applicable) while maintaining high service quality.
• Complaint Handling and De-escalation: Manage and resolve customer complaints with empathy and professionalism. Utilize de-escalation techniques to address and mitigate customer dissatisfaction.
• Performance Metrics Adherence: Meet or exceed established performance metrics, including response time, productivity quality, and adherence to service level agreements (SLAs).
• Compliance: Adhere to the policies, procedures, and data protection regulations during all customer interactions.

Requirements

• Communication Skills: Clear and effective verbal and written communication to interact with customers and stakeholders.
• Customer handling skills: Interact effectively with the customers, resolve their problems, and ensure great experience when dealing with customers. Its the ability to manage even the iratest customers.
• Problem-Solving Abilities: Ability to analyze issues and develop practical solutions promptly.
• Adaptability: Flexibility to handle various customer scenarios and adjust to changing processes. Adaptability to work in a start-up environment.
• Technical Proficiency: Familiarity with CRM software, helpdesk tools, and other relevant technologies.