Executive - Customer Management

Key Responsibilities:

• Customer Interaction:

• Serve as the primary point of contact for customer inquiries, complaints, and requests.
• Handle interactions via phone, email, chat, and social media professionally and efficiently.
• Build and maintain strong relationships with customers to enhance satisfaction and loyalty.

• Issue Resolution:

• Resolve customer issues by clarifying concerns, determining the cause, and selecting the best solution.
• Escalate unresolved issues to appropriate departments while following up until closure.

• Customer Data Management:

• Maintain accurate and detailed records of customer interactions in CRM systems.
• Update customer accounts and contact information as needed.

• Reporting and Feedback:

• Provide regular reports on customer trends, recurring issues, and suggestions for improvement.
• Share customer feedback with internal teams to help refine processes and offerings.

• Process Improvement:

• Contribute ideas for improving customer service processes and enhancing the customer experience.
• Stay updated on company products, services, and policies.

Required Qualifications:

• Education:

• Bachelor's degree in any discipline (preferred)
• Minimum 12th pass or equivalent (for some entry-level roles)

• Experience:

• 13 years in customer service, client handling, or a customer-facing role
• Freshers with strong communication skills may be considered

• Skills:

• Excellent verbal and written communication skills
• Strong interpersonal and problem-solving abilities
• Proficiency in MS Office and customer service software (CRM tools)
• Ability to multitask and work under pressure
• High attention to detail and accuracy

Working Conditions:

• Willingness to work in rotational shifts, including weekends and public holidays
• Hybrid or office-based work (depending on company policy)
• Fast-paced, team-oriented work environment