Customer Service Executive

4 weeks ago

Mumbai, India Sterling Full time

About the Role


The Analyst (Customer service agent) is a key frontline operations professional responsible for ensuring positive customer interactions, satisfaction and thereby resolving the issues of the customer.


Joining date will be 1st October 2025.

Rotational shifts and rotational offs.

The position is applicable for candidates based in Mumbai.

Immediate joiners preferred.

Job Location - Powai

Interested candidate can share your CV on Juhi.sawant@sterling-outsoourcing.com

Responsibilities

·      Customer Interaction: Engage with customers through chat, addressing inquiries, providing information, and resolving issues promptly while adhering to the high-quality standards.

·      Issue Resolution: Listen actively to customer concerns, diagnose issues, and offer effective solutions. Ensure timely and satisfactory resolution of complaints to maintain customer satisfaction.

·      Multitasking: Manage multiple chat sessions simultaneously (wherever applicable) while maintaining high service quality.

·      Complaint Handling and De-escalation: Manage and resolve customer complaints with empathy and professionalism. Utilize de-escalation techniques to address and mitigate customer dissatisfaction.

·      Performance Metrics Adherence: Meet or exceed established performance metrics, including response time, productivity quality, and adherence to service level agreements (SLAs).

·      Compliance: Adhere to the policies, procedures, and data protection regulations during all customer interactions.


Requirements

·      Communication Skills: Clear and effective verbal and written communication to interact with customers and stakeholders.

·      Customer handling skills: Interact effectively with the customers, resolve their problems, and ensure great experience when dealing with customers. It’s the ability to manage even the iratest customers.

·      Problem-Solving Abilities: Ability to analyze issues and develop practical solutions promptly.

·      Adaptability: Flexibility to handle various customer scenarios and adjust to changing processes. Adaptability to work in a start-up environment.

  • ·      Technical Proficiency: Familiarity with CRM software, helpdesk tools, and other relevant technologies.

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