Customer Service Executive

Confidential Company

A Customer Service Executive acts as the main point of contact between a company and its customers. Their primary goal is to ensure customer satisfaction by resolving inquiries, addressing issues, and providing accurate information about products or services.

Key Responsibilities

A. Customer Interaction

• Respond promptly to customer inquiries via phone, email, chat, or social media.
• Handle and resolve complaints in a professional, courteous manner.
• Follow up with customers to ensure their issues are resolved and they are satisfied.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.

B. Problem Solving

• Identify customer needs and provide appropriate solutions.
• Escalate complex issues to higher support levels or relevant departments when necessary.
• Track, monitor, and close customer service tickets within defined timelines.

C. Product & Service Knowledge

• Develop a thorough understanding of the company’s products or services.
• Provide accurate information about features, pricing, and availability.
• Keep updated on company policies, promotions, and procedures.

D. Documentation & Reporting

• Maintain detailed records of customer interactions, comments, and complaints.
• Prepare daily, weekly, or monthly reports on customer feedback and service performance.
• Suggest process improvements based on recurring issues or feedback trends.

E. Team Collaboration

• Work closely with sales, technical, and operations teams to ensure seamless customer experience.
• Share customer insights to help improve products and services.

F. Performance & Compliance

• Meet or exceed KPIs such as response time, resolution rate, and customer satisfaction scores.
• Follow company policies and standard operating procedures.
• Ensure compliance with data privacy and confidentiality regulations.
• Excellent communication (verbal and written).
• Strong problem-solving and multitasking ability.
• Empathy and patience with customers.
• Good computer literacy (CRM software, MS Office, etc.).
• Ability to work under pressure and handle difficult situations gracefully.