Senior Customer Service Executive (225-727)

The Senior Customer Service Executive (Female) plays a pivotal role in enhancing customer satisfaction and loyalty by ensuring exceptional service delivery. This role requires a high degree of professionalism, effective communication, and leadership skills to manage and resolve customer inquiries and challenges efficiently. As a key point of contact between the company and its customers, the Senior Customer Service Executive is responsible for maintaining a positive company image and building lasting customer relationships. The ideal candidate will be adept at managing a team and leading initiatives to improve service quality. She will work closely with the management team to design and implement strategies that elevate the customer experience, contributing to overall customer retention and satisfaction.

Responsibilities

• Provide leadership and guidance to the customer service team, ensuring consistent service quality.
• Develop and implement strategies to improve customer satisfaction and service efficiency.
• Monitor and evaluate the performance of customer service representatives regularly.
• Handle escalated customer complaints and inquiries to ensure satisfactory resolution.
• Act as a liaison between customers and various departments to facilitate solutions.
• Maintain detailed and accurate records of customer interactions and transactions.
• Analyze customer feedback to identify trends and areas for service improvement.
• Organize training sessions for staff to update their product knowledge and service skills.
• Prepare and present reports on customer service metrics to senior management.
• Assist in the recruitment and selection of new team members for the customer service department.
• Ensure compliance with company policies and applicable legal requirements in customer interactions.
• Innovate and suggest improvements to service processes and tools for better customer engagement.

Requirements

• A bachelor’s degree in business administration, communications, or a related field preferred.
• Minimum of five years of experience in customer service, with at least two in a supervisory role.
• Demonstrated leadership abilities with excellent problem-solving skills and attention to detail.
• Strong verbal and written communication skills with fluency in English required.
• Proficiency in using customer service software and CRM tools effectively.
• Ability to work in a fast-paced environment and manage multiple priorities simultaneously.
• Excellent organizational skills and ability to maintain calm under pressure.
• Experience in resolving complex client issues and implementing customer service strategies.
• Strong interpersonal skills with a passion for delivering outstanding customer service.
• Availability to work flexible hours, including weekends and holidays if necessary.