Job Position: Customer Service Executive
Job Brief:
As a Customer Service Executive, your role will involve providing excellent customer experiences by offering support through multiple communication channels.
Your primary objective will be to assist customers, address their inquiries, resolve issues, and ensure their satisfaction with our products/services. This role requires a blend of strong communication skills, sales skills, problem-solving abilities, and a customer-centric approach. You will work closely with team members and other departments to uphold service standards and contribute to overall customer satisfaction.
Responsibilities:
- Customer Support: Providing assistance and support to customers via various communication channels such as phone calls, emails, chats, and ticketing systems.
- Issue Resolution: Resolving customer queries, concerns, and issues efficiently and effectively to ensure customer satisfaction.
- Product/Service Knowledge: Having in-depth knowledge about the products or services offered by the company to effectively address customer inquiries and provide accurate information.
- Communication Skills: Demonstrating excellent communication skills to interact with customers professionally, empathetically, and courteously.
- Technical Proficiency: Utilizing relevant software and tools effectively to access customer information, record interactions, and navigate systems to assist customers.
- Adherence to Policies and Procedures: Following company policies and procedures while handling customer interactions, ensuring compliance with regulations and standards.
- Upselling/Cross-selling: Identifying opportunities to upsell or cross-sell products or services to customers based on their needs and preferences.
- Quality Assurance: Maintaining quality standards in interactions with customers, ensuring accuracy, professionalism, and adherence to service level agreements.
- Team Collaboration: Collaborating with team members and supervisors to share knowledge, address challenges, and improve overall performance.
- Continuous Learning: Staying updated with product/service information, company policies, and industry trends through training sessions and self-learning initiatives.
Desirable Skills & Qualifications:
- Diploma or bachelor’s or equivalent training and/or least 6 months related experience preferred
- Strong listening and communication skills.
- Previous call center experience is required or at least 1-year experience in a similar role.
- Must be residing within company-designated drop zones.
- Aligned with our company values
- Effective English written and communication skills.
- Computer proficiency in MS Office, G-docs, and call center equipment/software programs.
- Organized and logical, willing to adapt quickly to changing policies and procedures.
- Must be able to work as part of a team in a fast-paced and pressured environment, communicating effectively with both colleagues and clients and following verbal and written instructions.
- Must be able to efficiently solve problems relating to dispatch of orders locally.
