Customer Service Executive

Job Title: Customer Service Executive (Inbound Calls)

Department: Customer Service

Reporting To: Team Lead

1. Job Purpose:

The Customer Service Executive (Inbound) is responsible for handling incoming customer queries, complaints, and support requests. The role focuses on delivering excellent service, resolving concerns effectively, and ensuring customer satisfaction.

2. Key Responsibilities (KRAs):

• Handle inbound customer calls, address inquiries, and provide solutions.
• Maintain a high level of professionalism and empathy while resolving customer complaints.
• Ensure first-call resolution (FCR) to minimize repeat inquiries.
• Log all customer interactions into the CRM system for accurate record-keeping.
• Escalate unresolved issues to the appropriate departments.
• Provide customers with accurate product and service information.

3. Key Performance Indicators (KPIs):

• First Call Resolution (FCR) rate.
• Customer satisfaction score (CSAT).
• Average handling time (AHT).
• Number of queries resolved within TAT.

4. Required Qualifications & Experience:

• Bachelor's degree or equivalent.
• 1-3 years of experience in inbound customer service.
• Experience in FMCG, dairy, or e-commerce is a plus.

5. Skills & Competencies:

• Strong communication and listening skills.
• Problem-solving and conflict resolution skills.
• Ability to work under pressure and handle high call volumes.

6. Reporting Structure:

• Reports to: Customer Service Team Lead.
• Works with: Customer Support Team & Operations Team.

Job Title: Customer Service Executive ( Retention)

Department: Customer Service

Reporting To: Team Lead

1. Job Purpose:

The Customer Service Executive (Outbound) focuses on customer retention, proactive follow-ups, and resolving customer concerns to enhance loyalty and minimize churn.

2. Key Responsibilities (KRAs):

• Make outbound calls to existing customers for engagement and retention.
• Follow up on previous concerns to ensure resolution and customer satisfaction.
• Persuade customers to continue their subscriptions or services.
• Conduct surveys and collect feedback to improve service offerings.
• Escalate customer complaints to relevant teams when needed.

3. Key Performance Indicators (KPIs):

• Customer retention rate.
• Number of successful reactivations.
• Customer satisfaction score (CSAT).
• Number of follow-up calls leading to resolution.

4. Required Qualifications & Experience:

• Bachelor's degree or equivalent.
• 1-3 years of experience in outbound customer service or retention.
• Experience in FMCG, dairy, or subscription-based services is preferred.

5. Skills & Competencies:

• Excellent persuasion and negotiation skills.
• Strong problem-solving ability and resilience.
• Ability to handle objections and convert negative experiences into positive ones.

6. Reporting Structure:

• Reports to: Customer Service Team Lead.
• Works with: Sales & Marketing Teams.

Job Title: Customer Service Executive (WhatsApp Chat & Digital Support)

Department: Customer Service

Reporting To: Team Lead

1. Job Purpose:

The WhatsApp Chat Support Executive manages customer interactions through digital platforms, ensuring timely responses and resolution of queries.

2. Key Responsibilities (KRAs):

• Respond to customer queries via WhatsApp and other digital channels.
• Manage multiple customer conversations efficiently.
• Ensure responses align with company policies and service standards.
• Escalate complex issues to the appropriate team.
• Maintain accuracy in logging chat interactions into CRM.
• Promote upselling and cross-selling of relevant products.

3. Key Performance Indicators (KPIs):

• Response time to customer queries.
• Customer satisfaction score (CSAT).
• Number of issues resolved via chat support.
• Upselling/conversion success rate.

4. Required Qualifications & Experience:

• Bachelor's degree or equivalent.
• 1-2 years of experience in chat support or digital customer service.
• Experience in handling WhatsApp Business API is a plus.

5. Skills & Competencies:

• Fast and accurate typing skills.
• Strong written communication skills.
• Ability to multitask and handle multiple chats simultaneously.

6. Reporting Structure:

• Reports to: Customer Service Team Lead.
• Works with: Sales, Operations, and IT Teams.

Job Title: Customer Service Executive (Welcome Calls)

Department: Customer Service

Reporting To: Team Lead

1. Job Purpose:

The Welcome Calls Executive is responsible for onboarding new customers, ensuring they understand the product/service offerings, and building a strong relationship from the start.

2. Key Responsibilities (KRAs):

• Make welcome calls to new customers, introducing them to the service.
• Provide product/service guidance and answer initial questions.
• Ensure smooth onboarding and address any early concerns.
• Collect feedback on the initial customer experience.
• Guide customers on self-service tools and contact points.

3. Key Performance Indicators (KPIs):

• Percentage of new customers successfully onboarded.
• First-week customer satisfaction score.
• Reduction in early-stage complaints.

4. Required Qualifications & Experience:

• Bachelor's degree or equivalent.
• 1-2 years of experience in customer service, onboarding, or relationship management.

5. Skills & Competencies:

• Friendly and engaging communication style.
• Strong customer relationship management skills.
• Ability to simplify product explanations for new customers.

6. Reporting Structure:

• Reports to: Customer Service Team Lead.
• Works with: Customer Service & Sales Teams.