Customer Service Executive 10F25

The Customer Service Executive plays a crucial role in ensuring customer satisfaction by addressing and resolving inquiries and issues promptly and efficiently. This position requires a patient, empathetic, and communicative professional committed to providing excellent customer service. The successful candidate will serve as the frontline for customer support, engaging directly with clients through phone, email, or chat, and will work to build trust and strong relationships with the clientele. You'll be part of a supportive and collaborative team, receiving on-the-job training and opportunities for career advancement. Your dedication to continuous improvement and genuine interest in helping others will be key to thriving in this role, contributing to both individual and team success.

Responsibilities

• Respond promptly to customer inquiries through various communication channels including phone and email.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Engage with customers to understand their needs, issues, or concerns comprehensively.
• Provide accurate, valid, and complete information using the right methods/tools.
• Resolve product or service problems by clarifying issues and providing viable solutions.
• Follow up with customers to ensure their technical issues are resolved to their satisfaction.
• Collaborate with team members to improve customer service processes and strategies.
• Use customer feedback to identify trends and suggest improvements to management.
• Keep detailed records of customer interactions, processes, and actions taken.
• Meet personal/team customer satisfaction targets and call handling quotas.
• Inform customers about new features and functionalities they might not know about.
• Handle returns, refunds, exchanges, and complaint resolutions effectively and efficiently.

Requirements

• Proven customer support experience or experience as a client service representative.
• Strong phone contact handling skills and active listening capabilities.
• Familiarity with CRM systems and practices to manage customer accounts effectively.
• Customer-oriented mindset with the ability to adapt/respond to different characters.
• Excellent verbal and written communication skills in English, additional language a plus.
• Ability to troubleshoot basic technical issues and the ability to learn and adapt quickly.
• High school diploma or equivalent; Bachelor’s degree in relevant field preferred.