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Customer Service Executive
2 weeks ago
Job Title: Customer Service Executive
Location: Lower Parel (Mumbai)
Employment Type: Full-time
Position Overview
The Customer Service Executive will be responsible for handling customer queries, resolving complaints, processing orders, and ensuring customer satisfaction across all touchpoints. The role requires excellent communication skills, a problem-solving mindset, and the ability to manage multiple customer interactions efficiently.
Key Responsibilities
- Respond to customer inquiries via phone, email, chat, or social media in a timely and professional manner.
- Resolve customer complaints by identifying the root cause, offering appropriate solutions, and following up to ensure resolution.
- Process orders, returns, and exchanges accurately in the companys system.
- Maintain detailed records of customer interactions, transactions, feedback, and actions taken.
- Coordinate with internal departments (sales, logistics, technical team) to ensure prompt and accurate delivery of services or products.
- Educate customers about products, services, and policies.
- Escalate unresolved issues to the concerned department or supervisor.
- Monitor and report recurring customer issues to help improve processes and services.
- Achieve individual and team performance targets (response time, resolution time, CSAT, etc.).
Required Skills & Competencies
- Excellent verbal and written communication skills in [English / local language].
- Strong interpersonal and customer-handling skills.
- Good problem-solving ability and attention to detail.
- Ability to handle pressure and difficult customers professionally.
- Proficient in MS Office (Word, Excel, Outlook) and CRM tools.
- Basic understanding of order processing and after-sales service.
Qualifications & Experience
- Experience: 2-7 years in a customer service, call center, or similar role
- Prior experience in [E-commerce / Retail / Service industry] will be an advantage.
Regards,
Aruna Pawar
Super Knit Industries (Brand - Supersox)
Contact No
