Customer Service Executive

Job description

Duties and Responsibilities 1. Support Execution & CSAT Ownership • Take full ownership of customer satisfaction by delivering professional end-to-end support across email, chat, and voice channels. • Step up to protect core CSAT scores, maintaining a positive, empathetic, and highly professional attitude during every interaction. • Respond promptly to customer inquiries, processing orders, application forms, and service requests within established time limits. 2. Complaint Resolution & Relationship Building • Move fast to handle customer complaints, offering accurate solutions or alternative workarounds, and following up to guarantee total resolution. • Build sustainable relationships and deep consumer trust through active listening and open, transparent communication. • Master product specifications and internal updates inside and out to provide valid, complete information to users. 3. Process Records & Team Synergy • Maintain a strict consumer-first focus, logging detailed records of customer interactions, transactions, comments, and escalated complaints. • Meticulously follow internal communication procedures, operational guidelines, and corporate guidelines to ensure compliance. • Innovate the daily workflow by providing structured feedback on the overall efficiency of the customer service engine to improve as you go. • Collaborate openly with colleagues, supporting one another to handle volume spikes and resourcefully maximize outcomes as one unified team. Qualifications & Experience : • Minimum educational qualification: graduate or equivalent diploma. • Experience working with customer support for an e-commerce company. • Fluent in English and Hindi, both written and verbal. • Good communication skills. • Knowledge of MS Office. • Ability to stay calm when customers are stressed or upset.