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.