Senior Executive

3 weeks ago

Haldwani, India Aforeserve Full time

Job Description Key Responsibilities: - Supervise and guide a team of customer service executives in handling incidents and resolving customer queries efficiently. - Act as the first point of escalation for customer issues and ensure timely resolution. - Monitor daily operations and ensure adherence to SLA (Service Level Agreement) standards. - Analyze incident trends, generate reports using Microsoft Excel, and provide insights to improve response and resolution. - Maintain accurate records of all interactions, incidents, and solutions provided. - Coordinate with internal departments to ensure effective resolution of complex issues. - Conduct team meetings, performance reviews, and training to enhance soft skills and communication. - Foster a positive and productive team environment with a focus on customer satisfaction and continuous improvement. Required Skills and Qualifications: - Graduate in any discipline (mandatory). - Proven experience (3+ years) as a Senior Executive or similar role in customer service or incident management. - Strong command over spoken and written English. - Proficient in Microsoft Excel (VLOOKUP, Pivot Tables, Charts) and other MS Office applications. - Demonstrated experience in teamhandling and performance management. - Excellent interpersonal, problem-solving, and soft skills. - Ability to multitask, prioritize work, and lead under pressure.

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