Customer Service Executive

4 weeks ago

Bangalore Urban Karnataka India, IN United Breweries Ltd. Full time

Key Responsibilities:

Call Center Supervision and Training


Monitor day-to-day operations of call center agents handling consumer and customer complaints


Train new and existing agents on standard operating procedures (SOPs), complaint categories, and platform usage


Conduct periodic refreshers and quality audits to ensure compliance with expected standards

Complaint Logging Quality


Ensure every complaint logged in the system has all the necessary fields and supporting information for timely closure


Review complaint entries and coordinate with field teams for any missing inputs


Identify patterns in ticket errors or gaps and address them through targeted training

Ticket Monitoring & Feedback Loop


Monitor ticket queues to ensure first responses are sent to consumers & customers within defined SLAs


Escalate any delays or process deviations to the CX PMO or relevant team


Support in collecting and collating consumer feedback on the complaint experience

Key Skills & Competencies:


Strong interpersonal and team supervision skills


Attention to detail, especially in process compliance and data quality


Ability to train and motivate frontline staff


Proficient in Excel/Google Sheets; familiarity with ticketing platforms (e.g., Freshdesk, Salesforce) is a plus


Good written and verbal communication in English; regional languages preferred for better agent interaction

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