Customer Service Executive (225-1008)

As a Customer Service Executive, you are the frontline ambassador for our company, dedicated to delivering exceptional service to our clients while fostering positive relationships with them. You will handle inbound and outbound calls, emails, and other communication channels to assist customers with their inquiries, resolve their issues, and ensure their satisfaction with our products and services. You will collaborate with various departments to ensure smooth and effective service delivery, leveraging your excellent communication skills and problem-solving abilities. The role requires empathy, efficiency, and a customer-first mindset, allowing you to enhance the overall customer experience and contribute to the company's success by nurturing a loyal customer base. In a dynamic environment, your adaptability and resilience are key, allowing you to thrive and excel in various customer-facing scenarios.

Responsibilities

• Respond to customer inquiries via phone, email, and live chat proficiently and promptly.
• Resolve customer complaints and issues with a positive and empathetic approach.
• Maintain a detailed knowledge of company products, services, and policies to better assist customers.
• Follow up with customers to ensure their issues are resolved to their satisfaction.
• Update customer records accurately with details of inquiries, comments, and complaints.
• Collaborate with other departments to escalate unresolved issues when necessary.
• Provide customers with product information and resolve any pre-sales inquiries effectively.
• Develop and maintain professional relationships with customers to foster trust and loyalty.
• Achieve individual and team performance targets and service level agreements consistently.
• Identify and report recurring issues to management to aid in continuous service improvement.
• Participate in training sessions to improve knowledge and performance continually.
• Support the team in maintaining a high standard of customer service excellence.

Requirements

• Minimum of a high school diploma or equivalent qualification required.
• Proven experience in a customer service or similar role preferred.
• Excellent verbal and written communication skills are essential.
• Strong problem-solving abilities with attention to detail and accuracy.
• Ability to handle demanding customers and difficult situations professionally.
• Proficiency in using customer service software, databases, and CRM tools beneficial.
• Capability to work independently and collaboratively within a team environment.
• Demonstrable ability to manage time efficiently and prioritize tasks effectively.
• Proactive attitude with the ability to take initiative in service delivery.
• Flexibility to work in shifts and under pressure as required by business needs.