Customer Service Executive

Key Responsibilities:

1.Customer Support:

• Respond to customer inquiries via phone, email, chat, or social media in a professional and timely manner.
• Provide accurate information about products, services, and company policies.
• Address and resolve customer complaints, concerns, and issues effectively and efficiently.
• Assist customers with placing orders, processing returns, or managing accounts.

2.Problem Resolution:

• Investigate and resolve customer complaints by determining the cause of the issue and providing appropriate solutions.
• Collaborate with other departments (e.g., sales, technical support, or logistics) to resolve complex issues.
• Escalate unresolved or complex issues to a senior team member or manager when necessary.

3.Customer Satisfaction:

• Strive to exceed customer expectations and ensure a positive experience.
• Handle follow-up communication to ensure customer satisfaction after resolving an issue.
• Monitor customer feedback and escalate recurring issues to management for improvement.

4.Product Knowledge & Education:

• Stay informed about new products, services, and features to accurately inform customers.
• Educate customers on the proper use of products or services, if applicable.

5.Team Collaboration:

• Work closely with other team members to ensure a seamless customer service experience.
• Share feedback or insights gained from customer interactions to help improve processes and products.

6.Documentation & Reporting:

• Document customer interactions, including inquiries, complaints, and resolutions, in the CRM or service management system.
• Provide feedback on recurring issues or areas of improvement based on customer interactions.
• Maintain accurate records of customer transactions.

7.Sales Support:

• Assist customers with product recommendations based on their needs.
• Cross-sell or up-sell products and services when appropriate, while maintaining a focus on customer satisfaction.