Customer Service Executive - Western Mumbai

Job description

This job is provided by apna.co Customer Service Desk: 1 to 3 years of experience in service CRM, Customer Handling, To provide a seamless and positive customer experience by managing the customer service desk, resolving customer queries and complaints, coordinating service-related requirements, and ensuring smooth execution of returns, exchanges, refunds, and other post-sales processes. Key Performance Indicators (KPIs) Customer Satisfaction / CSAT Complaint Resolution TAT Service Case Closure TAT Return & Exchange Process Accuracy Customer Complaint Escalation Rate Pending Case Management Process & Documentation Accuracy Customer Experience / Feedback Compliance with SOPs Required Skills Strong customer service and communication skills Good listening and problem-solving ability Ability to handle difficult customers calmly Good coordination and follow-up skills Basic computer and system knowledge Good understanding of retail processes Attention to detail Ability to work under pressure and manage multiple customers Team-oriented approach