Customer Service Executive

4 days ago

Mumbai, Maharashtra, India Sanda Group Full time

Company Overview

Cosyseal Double Glazing Pvt. Ltd. has been providing unrivalled double glazing installation and repairs to Housing Association clients across London and the Home Counties for over three decades

We specialise in reactive and planned window and door projects for social housing clients, ensuring quality and satisfaction in every project we undertake.

Role Overview

The Customer Services Agent will play a pivotal role in ensuring excellent customer support and communication throughout the customer journey.

This role involves liaising with clients, addressing inquiries, resolving complaints, and ensuring customer satisfaction by coordinating with internal teams.

Key Responsibilities

  • Customer Support: Respond to customer inquiries via phone, email, and in-person promptly and professionally.
  • Complaint Resolution: Handle and resolve customer complaints effectively, escalating complex issues when necessary.
  • Order Management: Process customer orders, ensuring accurate documentation and timely updates.
  • Liaison: Act as a bridge between customers, surveyors, and field teams to facilitate smooth project execution.
  • Follow-ups: Conduct follow-ups to ensure customer satisfaction and address any post-service feedback or concerns.
  • Record-Keeping: Maintain accurate records of all customer interactions, transactions, and feedback.
  • Continuous Improvement: Suggest improvements to customer service processes to enhance customer experience.

Key Skills & Competencies

  • Communication Skills: Excellent verbal and written communication skills with a customer-centric approach.
  • Problem-Solving: Strong ability to identify problems, propose solutions, and implement them effectively.
  • Organisational Skills: Ability to manage multiple tasks and priorities efficiently.
  • Analytical Thinking: Use analytical skills to assess customer needs, identify trends in complaints or issues, and recommend actionable solutions.
  • Empathy: Demonstrate patience, empathy, and a friendly demeanor with customers at all times.
  • Responsibility: Take ownership of tasks and ensure timely resolution of customer queries, following through to completion.
  • Teamwork: Ability to collaborate with other departments to ensure customer satisfaction.
  • IT Skills: Proficient in Microsoft Office Suite (Word, Excel, Outlook) and experience with CRM software is preferred.

Requirements

  • Previous experience in a customer service role.
  • Strong knowledge of customer service practices and principles.
  • Proven ability to handle multiple tasks simultaneously in a fast-paced environment.
  • Strong analytical skills to assess and resolve customer issues efficiently.
  • Ability to take initiative and accept responsibility for completing tasks with minimal supervision.

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