Customer Service Executive (225-716)

A Customer Service Executive is a vital link between a company and its customers. This position is focused on serving as the first point of contact for customers, handling inquiries, providing information, and resolving complaints efficiently and courteously. A Customer Service Executive is also responsible for building lasting relationships with customers through exceptional service and support. By understanding customer needs and providing solutions, they contribute significantly to customer satisfaction and loyalty. The role requires excellent communication skills, a positive attitude, and a high degree of professionalism. Being adept at managing customer interactions across various channels, such as phone, email, or live chat, is essential in ensuring seamless customer experiences.

Responsibilities

• Respond promptly to customer inquiries via multiple communication channels.
• Provide accurate, valid, and complete information to customers.
• Handle customer complaints with patience and resolve them effectively.
• Maintain a positive, empathetic, and professional attitude towards customers at all times.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open communication.
• Keep records of customer interactions, transactions, comments, and complaints.
• Use communication scripts when handling different topics for consistency.
• Follow communication procedures, guidelines, and policies for support consistency.
• Work closely with the team to manage workflow and customer satisfaction.
• Ensure customer issues are resolved within assigned timelines with follow-ups as needed.
• Provide feedback on the efficiency of the customer service process.

Requirements

• High school diploma or equivalent (some college coursework preferred).
• Proven customer support experience or experience as a client service representative.
• Strong phone contact handling skills and active listening skills.
• Familiarity with CRM systems and practices is preferred.
• Excellent communication and presentation skills are required.
• Ability to multi-task, prioritize, and manage time effectively.
• Empathy and the ability to remain calm under pressure are crucial.