Customer Service Executive

14 hours ago

Pune Maharashtra, India first phoenics solutions inc Full time

**Job Description - Customer Service Executive**

**Position**: Customer Service Executive
**Location**: Pune, Maharashtra
**Experience Required**: 2-4 Years
**Employment Type**: Full-time

**About the Role**

**Key Responsibilities**
- Handle **international voice process support** for US/UK clients, ensuring excellent communication and service quality.
- Perform **cold calling and lead generation** to convert inquiries into sales opportunities.
- Maintain accurate customer records using **CRM tools** such as Salesforce, Zoho, Freshdesk, or Zendesk.
- Ensure **SLA adherence** by monitoring **AHT, FCR, and CSAT** metrics.
- Collaborate with **cross-functional teams (Sales, Operations, and Support)** to resolve issues and improve workflows.
- Prepare **daily/weekly reports and dashboards** using MS Excel (VLOOKUP, Pivot Tables, Dashboards).
- Contribute to **process improvement initiatives** by analyzing customer feedback and operational gaps.
- Support **upselling and cross-selling** opportunities while maintaining high customer retention.

**Required Skills & Competencies**
- Excellent **communication and interpersonal skills** with strong command over English.
- Proven experience in **international customer service (voice & non-voice)**.
- Proficiency in **CRM & Ticketing Tools** - Salesforce, Zoho, Freshdesk, Zendesk.
- Strong knowledge of **MS Excel (Reports, Dashboards, Pivot Tables)**.
- Ability to handle **high-volume queries** with accuracy and empathy.
- Experience in **SLA management, complaint resolution, and escalation handling**.
- Skills in **cold calling, upselling, and cross-selling**.

Pay: ₹350,000.00 - ₹400,000.00 per year

**Experience**:

- IT: 3 years (required)
- International voice process: 3 years (required)
- Customer Service: 3 years (required)

**Language**:

- English (required)

Work Location: In person

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