Process Expert

ROLE SUMMARY

• The Customer Service Executive is responsible for providing high-quality support to customers by responding to their inquiries, resolving complaints, processing requests, and ensuring a positive customer experience across all communication channels (inbound calls & outbound calls, email or chat) according to business requirement.
• The role requires excellent communication skills, empathy, and problem-solving ability to maintain customer satisfaction and loyalty.

RESPONSIBILITIES

Business Delivery : -

• Handle inbound and outbound customer calls.
• Understand customer needs, provide accurate information, and offer appropriate solutions.
• Maintain a professional, empathetic, and courteous tone in all interactions.
• Escalate unresolved issues to the appropriate department while following up for timely resolution
• Update and maintain accurate records of all repossession activities and customer interactions
• Provide exceptional customer service while handling sensitive and sometimes difficult situations
• Analyze common issues to identify recurring trends and suggest process improvements
• Follow communication procedures, guidelines, and policies.
• Go the extra mile to engage customers and build relationships

Preferred Candidate Profile : -

• Undergraduate/ Graduate with strong communication skills.
• Ability to work independently and make sound decisions in high-pressure situations.
• Excellent problem-solving abilities and attention to detail.
• Proficiency in computer/laptops.
• Strong listening, comprehension, and problem-solving skills.
• Attention to detail and accuracy in data entry and documentation.
• Adaptability to shift schedules if required (especially in 247 operations).