Customer Support Executive

Job Description

Role Purpose The purpose of the role is to oversee day-to-day operations, leading a team of customer service representatives, and implementing strategies to enhance customer service standards which in turn lead to exceptional customer experience & satisfaction. KRAs: 1. Customer Support Handle escalated customer inquiries and complaints, demonstrating empathy and problem-solving skills to ensure swift resolution. Monitor customer service channels (phone, email, chat, social media) to ensure timely responses and resolution of customer issues 2. Process Improvement Collaborate to develop and implement customer service policies, procedures, and best practices Identify areas for improvement in service delivery and implement initiatives to enhance efficiency and effectiveness 3. Quality Assurance Conduct regular quality assurance assessments of customer interactions to ensure service excellence and adherence to company standards Provide coaching and training to team members to address performance gaps and maintain service quality 4. Performance Monitoring Track key performance indicators (KPIs) such as customer satisfaction scores, response times, and first-contact resolution rates. Analyse data to identify trends and opportunities for improvement, and report findings to management 5. Cross-Functional Collaboration Liaise with other departments such as Sales, Marketing, and Operations to coordinate efforts and address customer issues effectively. Communicate customer feedback and insights to relevant stakeholders to inform business decisions and product/service improvements 6. Training and Development Coordinate and facilitate ongoing training sessions for customer service staff to enhance product knowledge, communication skills, and service delivery Support team members in achieving their professional development goals through coaching and career planning 7. Reporting and Documentation Prepare regular reports on customer service performance metrics, trends, and outcomes for management review. Maintain accurate records of customer interactions, resolutions, and feedback for analysis and reference. Functional Good interpersonal & team management skills Good communication and presentation skills Strong Problem-Solving Skills Ability to remain calm & composed in high pressure situations & effectively manage conflicts,. Eligibility Criteria Bachelor’s degree in Business Administration, Hospitality, or a related field (or equivalent work experience) Previous experience in a customer service role, with at least 2-3 years in a supervisory or leadership position Proficiency in customer service software and tools (e.g., CRM systems, helpdesk software). Knowledge of customer service best practices and industry standards. Show more Show less