Customer Service Executive

2 days ago

Kalher Thane Maharashtra, India MixPrime TradeCom Pvt Ltd Full time

**Job Title: Customer Service Executive**

**Position Type: Full Time**

**experience: 0 - 5 years**

A **Customer Service Executive (CSE)** plays a crucial role in maintaining positive relationships between a company and its customers. The primary responsibilities of a CSE revolve around assisting customers with inquiries, resolving issues, and providing support to ensure satisfaction. Here's a detailed job profile for a Customer Service Executive:
**Job Title: Customer Service Executive**

**Job Summary**:
**Key Responsibilities**:

- **Customer Assistance**:

- Responding to customer inquiries and resolving complaints or issues promptly.
- Offering product or service information and addressing questions regarding features, pricing, and policies.
- Assisting customers with placing orders, processing returns or initiating refunds.
- **Issue Resolution**:

- Handling and investigating customer complaints, ensuring they are resolved efficiently and in a timely manner.
- Escalating complex issues to higher-level managers or departments when necessary.
- Maintaining a positive and helpful attitude when resolving issues to ensure customer satisfaction.
- **Communication**:

- Communicating effectively with customers, demonstrating active listening, and ensuring clear understanding of their needs.
- Offering solutions and alternatives where applicable to meet customer expectations.
- Documenting customer interactions, feedback, and resolutions accurately in the system.
- **Order Management and Support**:

- Assisting customers with the order process, including order tracking, updates, and delivery statuses.
- Ensuring accurate information is captured and processed for orders, returns, or cancellations.
- **Product Knowledge**:

- Staying informed about product/service updates, promotions, and policies to offer accurate information to customers.
- Training new staff on company procedures, products, and customer service standards when required.
- **Quality Assurance**:

- Ensuring that customer interactions meet the company’s quality standards.
- Continuously improving personal performance metrics such as response time, resolution time, and customer satisfaction.
- **Customer Retention**:

- Providing a personalized experience to customers, encouraging repeat business and customer loyalty.
- Identifying opportunities to upsell or cross-sell relevant products or services to customers.

**Key Skills and Qualifications**:

- **Communication Skills**: Excellent verbal and written communication skills, with a clear and friendly tone.
- **Problem-Solving**: Ability to resolve customer issues creatively and efficiently.
- **Patience and Empathy**: Demonstrating patience and understanding when dealing with frustrated or upset customers.
- **Attention to Detail**: Accuracy in processing orders, handling requests, and documenting customer interactions.
- **Time Management**: Managing multiple tasks efficiently while maintaining high-quality service.
- **Technical Skills**: Proficient in using customer service software, CRM systems, and other relevant technology tools.
- **Multitasking**: Able to handle multiple customer interactions simultaneously.
- **Teamwork**: Ability to collaborate with team members and other departments to resolve complex issues.

**Educational Requirements**:

- A high school diploma is usually required; a bachelor’s degree in business, communications, or a related field may be preferred.
- Prior experience in customer service or a similar role can be an advantage.
- Any Graduate can also apply.

**Performance Metrics**:

- **Customer Satisfaction (CSAT)**: Measured through surveys or feedback to gauge customer happiness.
- **First Call Resolution (FCR)**: A metric to track how many customer issues are resolved during the first interaction.
- **Response Time**: The average time taken to respond to a customer inquiry.

A successful Customer Service Executive is essential for fostering a positive brand image, improving customer retention, and driving business success.
- **Company Overview**:_

We are a dynamic and rapidly growing company specializing in the sale of products with our D2C Brand through various online marketplaces, including Amazon. Our commitment to delivering high-quality products and exceptional customer service has fueled our success, and we are looking for a dedicated individual to join our team as an Customer Service Executive.

**Job Types**: Full-time, Permanent, Internship

Pay: ₹15,000.00 - ₹25,000.00 per month

**Benefits**:

- Provident Fund

Schedule:

- Day shift

**Education**:

- Higher Secondary(12th Pass) (preferred)

**Experience**:

- total work: 1 year (preferred)
- Customer service: 1 year (preferred)

**Language**:

- English (preferred)
- Hindi (preferred)

Work Location: In person

**Speak with the employer**
+91 9820976086

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