Client Service Executive

4 days ago

Bangalore City Bengaluru Karnataka, India HUMD Full time

Act as the **primary point of contact** for all customer inquiries, ensuring prompt and professional resolution.
- Build strong, long-term relationships with clients by providing **personalized and attentive service**.
- Handle escalated complaints effectively, ensuring **swift resolutions** while maintaining customer trust.
- Develop and maintain a **structured system** for managing and tracking customer queries.
- Monitor customer orders throughout the process, providing **proactive updates** on order status and addressing potential delays.
- Collaborate with **logistics, purchase, sales, and design teams** to resolve order-related discrepancies efficiently.
- Maintain and update a comprehensive **knowledge base** of FAQs, workflows, and solutions for seamless support.
- Track, analyze, and report on **key support metrics** such as ticket resolution time, first-response time, and customer satisfaction scores.
- Develop strategies to **retain high-value customers** and reduce churn through proactive engagement.
- Take ownership of the support function, implementing **process improvements** independently.

SKILLS:

- **Active Listening**: Ability to grasp customer issues and deliver tailored solutions.
- **Conflict Resolution**: Expertise in managing and de-escalating challenging situations.
- **CRM Tools**: Familiarity with platforms like ZOHO or HubSpot.
- **Knowledge Base Management**: Experience in creating and maintaining documentation and FAQs.
- **Reporting Tools**: Proficiency in tracking and reporting key metrics such as resolution times and satisfaction scores.

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