Senior Customer Service Executive 24O25

The Senior Customer Service Executive role is integral to maintaining and enhancing customer satisfaction and loyalty. This position involves leading a team of customer service professionals in delivering exceptional service, developing customer service protocols, and resolving complex customer issues. The Senior Customer Service Executive acts as a bridge between the organization and its customers, ensuring that customer concerns are handled swiftly and efficiently. The role requires a blend of leadership skills, strategic thinking, and a deep understanding of customer service principles. As a Senior Customer Service Executive, you will actively contribute to the development of customer service strategies that align with the company’s goals and objectives, aiming to optimize the customer experience and improve service delivery.

Responsibilities

• Lead and mentor a team of customer service representatives for performance excellence.
• Develop and implement customer service policies, procedures, and standards.
• Analyze customer feedback and provide recommendations for improvement areas.
• Manage escalated customer inquiries and complaints ensuring resolutions are satisfactory.
• Collaborate with other departments to address and improve customer issues.
• Prepare and present regular reports on customer service operations and metrics.
• Participate in selecting, training, and evaluating customer service staff performance.
• Identify and implement strategies to improve customer service productivity and efficiency.
• Ensure compliance with customer service policies and company practices.
• Conduct periodic reviews and audits of customer service processes and standards.
• Coordinate with IT to ensure the CRM system effectively supports customer service activities.
• Foster a customer-centric culture across all levels of the customer service department.

Requirements

• Bachelor’s degree in Business Administration or a related field required.
• Minimum of 5 years experience in customer service leadership roles.
• Strong knowledge of customer relationship management (CRM) software and tools.
• Excellent leadership and team management skills with proven ability to mentor staff.
• Exceptional problem-solving skills and capability to handle challenging situations.
• Strong communication and interpersonal skills for managing customer expectations.
• Ability to think strategically and prioritize effectively under tight deadlines.