Senior Process Executive - BandL

Job Summary

We are seeking a dedicated Senior Process Executive - B&L with 1 to 3 years of experience in customer service. The ideal candidate will have a strong background in customer service and a passion for enhancing customer experience offerings. This hybrid role requires rotational shifts and offers an opportunity to make a significant impact on our customer satisfaction and overall business success.

Responsibilities

• Handle customer inquiries and resolve issues efficiently to ensure high levels of customer satisfaction.
• Provide exceptional customer service through various communication channels including phone email and chat.
• Collaborate with team members to identify and implement process improvements that enhance the customer experience.
• Maintain accurate records of customer interactions and transactions ensuring data integrity and confidentiality.
• Analyze customer feedback to identify trends and areas for improvement and provide actionable insights to management.
• Assist in the development and implementation of customer service policies and procedures to ensure consistency and quality.
• Train and mentor junior team members sharing best practices and providing guidance on complex customer issues.
• Monitor and report on key performance indicators (KPIs) related to customer service ensuring targets are met or exceeded.
• Participate in regular team meetings and contribute to discussions on how to improve customer service processes and outcomes.
• Stay up-to-date with industry trends and best practices in customer service and customer experience offerings.
• Utilize customer service software and tools to manage and track customer interactions and resolutions.
• Work closely with other departments to ensure a seamless and integrated customer experience.
• Adapt to rotational shifts and maintain a flexible approach to work schedules to meet business needs.
  
  

• Possess strong communication and interpersonal skills to effectively interact with customers and team members.
• Demonstrate proficiency in customer service software and tools ensuring efficient handling of customer inquiries.
• Exhibit problem-solving abilities to address and resolve customer issues promptly.
• Show a keen attention to detail to maintain accurate records and data integrity.
• Have experience in customer service and a passion for enhancing customer experience offerings.
• Display the ability to work collaboratively in a team environment and contribute to process improvements.
• Adapt to rotational shifts and maintain flexibility in work schedules to meet business needs.