Customer Service Executive 31O25

The Customer Service Executive is a key point of contact for customers seeking guidance and support. This role requires a dynamic individual who is both dedicated and enthusiastic about delivering best-in-class customer service. You will be expected to handle queries, resolve issues, and provide information on our products and services, while maintaining a courteous and professional demeanour. Your role will involve understanding customer needs, maintaining accurate records, and keeping up-to-date with the latest company policies. The ideal candidate will have excellent communication skills, a positive attitude, and a passion for helping people. You will play an essential role in ensuring that our customers have a seamless experience and that their needs are met promptly and efficiently.

Responsibilities

• Respond promptly to customer inquiries through various channels including phone and email.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Act as a liaison between the customer service team and management to resolve complex issues.
• Record and track customer interactions and transactions, updating necessary databases.
• Ensure customer satisfaction by managing and resolving complaints efficiently.
• Provide feedback on the efficiency of the customer service process to management.
• Keep abreast of company products and policies to provide accurate and detailed information.
• Coordinate with internal departments to ensure timely and complete resolution of customer requests.
• Assist in training peers and newer representatives when necessary.
• Identify and escalate priority issues to the appropriate departments for further investigation.
• Conduct customer service satisfaction surveys and analyze customer feedback for improvement.
• Participate in creating and updating training manuals that improve company processes.

Requirements

• Proven customer support experience or relevant role in client service.
• Strong phone contact handling skills and active listening capabilities.
• Familiarity with CRM systems and practices is highly advantageous.
• Excellent written and verbal communication skills are essential for this position.
• Ability to multitask, prioritize, and manage time effectively in busy environments.
• Customer orientation and ability to adapt/respond to different types of characters.
• High school diploma or equivalent; a higher degree is considered a plus.