Senior Executive - Customer Service

Job Description

Roles and Responsibilities:- - Handle customer inquiries and provide accurate and timely responses via phone, email, or chat.- Resolve customer complaints and issues professionally and efficiently.- Collaborate with other departments to ensure prompt resolution of customer concerns.- Maintain a high level of product knowledge to effectively address customer inquiries.- Identify and implement process improvements to enhance the overall customer experience.- Monitor customer satisfaction levels and implement strategies to improve customer retention.- Train and mentor junior customer service representatives to ensure consistent service delivery.- Prepare and analyze customer service reports to identify trends and areas for improvement.- Assist in the development and implementation of customer service policies and procedures.- Stay updated on industry trends and best practices to provide exceptional customer service. Qualifications :-- Bachelor's degree in Business Administration or a related field.- Minimum of 1 year of experience in a customer service role, preferably in a supervisory capacity.- Excellent verbal and written communication skills.- Strong problem-solving and decision-making abilities.- Ability to work well under pressure and meet tight deadlines.- Proficient in using customer service software and Microsoft Office Suite.- Exceptional interpersonal skills and the ability to build rapport with customers.- Detail-oriented with excellent organizational skills.- Ability to work independently and as part of a team.- Flexibility to work in shifts, including weekends and holidays, if required. Soft Skills: -- Excellent verbal and written communication skills.- Strong problem-solving and decision-making abilities.- Ability to handle multiple tasks simultaneously while maintaining attention to detail.- Customer-focused mindset with a genuine passion for delivering exceptional service.- Proficient in using customer service software, CRM systems, and Microsoft Office Suite.- Ability to work in a fast-paced environment and adapt to changing priorities.- Empathy and patience when dealing with frustrated or upset customers. Technical Skills: -- Proficiency in using basic Excel functions, such as data entry, sorting, filtering, and basic formulas, is valuable for organizing and analyzing customer data, creating reports, and maintaining accurate records.- Familiarity with tracking websites and systems (e.g., shipment tracking platforms) enables you to assist customers in tracking their orders, providing real-time updates, and addressing any delivery-related concerns.- Strong email management skills, including drafting professional and concise emails, organizing and prioritizing incoming emails, and responding promptly, are essential for efficient communication with customers and colleagues. This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.