The customer service Executive is responsible for handling complex customer interactions, supporting junior associates, and ensuring high-quality customer service delivery within the contact center. The role requires strong communication, problem-solving abilities, and operational knowledge to manage escalations and improve customer satisfaction.
Key Responsibilities
- Handle complex customer queries, complaints, and escalations through calls, emails, or chat.
- Deliver professional and efficient customer support while maintaining service quality standards.
- Support and guide junior customer care associates in daily operations.
- Monitor and ensure accurate CRM updates and documentation.
- Coordinate with internal departments for issue resolution and customer follow-ups.
- Assist team leaders in maintaining operational efficiency and service levels.
- Identify recurring customer issues and suggest process improvements.
- Ensure compliance with company policies, quality standards, and data privacy requirements.
- Support onboarding and training activities for new associates when required.
- Achieve departmental KPIs and productivity targets.
Requirements:
- Bachelor's degree or equivalent qualification.
- 1-4 years of experience in customer service or contact center.
- Experience in voice and non-voice customer support.
- Knowledge of quality processes and customer service KPIs.
- Excellent verbal and written communication skills.
- Strong customer handling and conflict resolution abilities.
- Good leadership and mentoring skills.
- Ability to manage escalations professionally.
- Strong multitasking and problem-solving skills.
- Knowledge of CRM systems and contact center tools.
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