Customer Service Executive 09F25

The Customer Service Executive is responsible for delivering exceptional customer service experiences and serves as the primary point of contact for the customers. This role involves handling customer inquiries, resolving complaints, and ensuring customer satisfaction. The position requires excellent communication skills, a customer-oriented mindset, and the ability to handle challenging situations with professionalism and poise. A successful Customer Service Executive will not only address customer needs but also contribute to the improvement of service processes and quality standards. This role requires the ability to work effectively both independently and as part of a team in a fast-paced environment, ensuring the brand's reputation for reliability and excellence in service is maintained.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and chat platforms.
• Resolve customer complaints by identifying issues and providing solutions promptly.
• Maintain customer records by updating account information as necessary.
• Lead communication initiatives to enhance customer understanding of services offered.
• Collaborate with team members to improve customer service procedures and policies.
• Prepare reports on customer inquiries and feedback to support management analysis.
• Follow communication procedures, guidelines, and policies at all times effectively.
• Identify and escalate priority issues to senior team members or management appropriately.
• Provide accurate, valid, and complete information to customers consistently and reliably.
• Develop and maintain a knowledge base of evolving products to support customer queries.
• Encourage and foster long-term customer relationships to ensure repeat business.
• Train and mentor new staff on customer service best practices and workflows.

Requirements

• Bachelor's degree in Business, Communications, or related field is preferred.
• Proven experience in a customer service role with excellent track records.
• Strong communication and interpersonal skills in a customer-oriented environment.
• Ability to handle stressful situations with diplomacy and resilience effectively.
• Proficiency in using CRM software and Microsoft Office Suite applications.
• Excellent problem-solving skills to address customer issues and concerns constructively.
• Flexible to work in shifts, including evenings, weekends, and public holidays.