Customer Service Process Executive

Customer Service Executive

Process: Role Description

Position Overview

The position of Customer Service Executive UK Process is a full-time, office-based role located in Sector 142, Noida. This position focuses on providing voice support for clients based in the United Kingdom, adhering to UK business hours. The successful candidate will be responsible for interacting with UK customers, delivering high-quality service, and contributing to a positive customer experience.

Key Responsibilities

• Manage both inbound and outbound customer service calls for UK customers, always maintaining professionalism and courtesy.
• Comprehend and accurately interpret various UK regional accents to provide precise and helpful responses.
• Address customer queries and resolve issues through phone, email, and chat, ensuring prompt and effective solutions.
• Offer detailed information about products and services, guiding customers as required.
• Record all customer interactions meticulously, updating information in the CRM system.
• Always follow UK process guidelines, communication protocols, and company policies.
• Work collaboratively with internal teams to continually improve the customer experience and enhance the quality of service provided.

Required Qualifications

• A bachelor’s degree is preferred, although not mandatory for this role.
• Between six months and two years of experience in a customer service or international voice process environment, with preference given to those who have supported UK customers.
• Excellent command of spoken and written English, with the capability to understand and communicate effectively in UK accents.
• Willingness to work during UK business hours, which typically involve afternoon to late-night shifts in IST.
• Comfortable working on-site at the Noida (Sector 142) office; remote work is not available.

Key Skills

• Outstanding verbal and written communication abilities in English.
• Clear understanding of UK customer service standards, including tone and cultural nuances.
• Strong listening skills, with the ability to remain composed and empathetic even under pressure.
• Experience using CRM software and essential office applications such as Word, Excel, and Outlook.
• Capability to multi-task, prioritise tasks, and manage time efficiently.
• Demonstrates a problem-solving approach, with keen attention to detail and a focus on customer satisfaction.

Additional Information

• Shift Timings: UK Shift, usually from 13:00 to 22:00 IST or 14:00 to 23:00 IST.
• Working Days: Five days per week. 
• Location: Sector 142, Noida. Please note there is no option for remote work.