Customer Service Executive

1 day ago

Bengaluru, Karnataka, India Vipany Management Consulting Full time ₹ 9,00,000 - ₹ 12,00,000 per year

We are seeking an experienced Customer Service Executive with 46 years of BPO industry expertise to handle customer interactions across multiple channels, including chat, email, semi-voice, non-voice, and blended processes. The ideal candidate will possess strong communication skills, problem-solving abilities, and a customer-first mindset to deliver exceptional support and resolution to clients.

Key Responsibilities:

  • Manage customer queries and support requests via chat, email, calls (semi-voice), and blended processes.
  • Deliver prompt, accurate, and professional responses ensuring first-contact resolution and customer satisfaction.
  • Handle non-voice and back-office support tasks, including data entry, email responses, and case documentation.
  • Provide end-to-end assistance to customers, addressing product/service inquiries, complaints, and escalations.
  • Collaborate with internal teams to resolve complex customer issues within defined SLAs and quality standards.
  • Ensure all customer interactions are handled with empathy, professionalism, and accuracy.
  • Maintain updated knowledge of company products, policies, and procedures to deliver consistent support.
  • Achieve performance metrics such as CSAT, AHT, SLA adherence, and productivity targets.
  • Identify process improvement opportunities and contribute to enhancing customer experience.

Required Skills & Experience:

  • 4 - 6 years of proven experience in customer service within the BPO industry.
  • Hands-on experience in Chat Process, Semi-Voice, Non-Voice, Email Support, and Blended Process.
  • Strong verbal and written communication skills with excellent grammar and clarity.
  • Ability to multitask across different channels while maintaining quality and efficiency.
  • Proficiency in MS Office (Word, Excel, Outlook) and CRM tools.
  • Strong problem-solving skills and customer-focused approach.
  • Ability to work in rotational shifts if required.
  • Consistent performance in achieving KPIs and service excellence.

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