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Executive/Sr. Executive – Customer Service

4 weeks ago

Gurugram, India MattsenKumar Full time
Job Type: Full Time Job Location: Gurugram

General Description

The Customer Service Executive attracts potential customers by answering product and service questions; suggesting information about other products and services. Handle the concerns and fulfill customer needs to ensure customer satisfaction.

Key responsibilities & Accountabilities 

Ability to work effectively in a team environment. Pleasant, professional, and courteous personality skills. Active listener – phone etiquette. Appropriate responding ability to customers. Ability to multi-task, prioritize and manage time effectively. Identify and escalate priority issues and reporting to the high-level management. Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution. Take the extra mile to engage customers and ensure customer delight.

  Job Description (Mandatory)

Handle incoming calls and resolve the customer’s concern and maintain the AHT, CSAT, Quality, daily productivity time, and other applicable metrics. Resolve matter by clarifying the customer’s needs and determining its cause; Offering the best solution to resolve the concern. Build sustainable relationships and trust with customers through open and interactive communication. Identify and assess customer’s needs and determine the query to ensure first call resolution.

Education Requirement (Mandatory)

Graduate/undergraduate in any stream.

Mandatory Profile Requirements (Competencies & Skills) 

Fluent in English and Bengali languages. Should be able to read the Bengali language. Inbound customer support experience – Min. Months. Willing to work in a 24/7 environment (Work from the office).

Desired Profile Requirements (Good to have)

1 + years of calling experience in a customer care process

Special Requirements/Certification (Optional)

NA