Customer Service Executive

Key Responsibilities:

Customer Interaction:

Respond to customer queries via phone, email, chat, or in-person (if applicable).

Provide accurate, valid, and complete information by using the right tools and resources.

Handle complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution.

Issue Resolution:

Troubleshoot problems related to products, services, orders, payments, or accounts.

Escalate unresolved issues to higher-level support or relevant departments as per SOPs.

Maintain ownership of customer issues until closure.

Record-Keeping & Reporting:

Document all customer interactions and feedback accurately in CRM systems.

Prepare daily/weekly reports on common issues, complaints, and resolutions.

Process Adherence:

Follow communication scripts, guidelines, and company policies.

Ensure service-level agreements (SLAs) and quality standards are met.

Maintain confidentiality of customer information.

Continuous Improvement:

Provide feedback to the product or operations teams based on customer issues.

Participate in training sessions and stay updated with product/service knowledge.

Key Requirements:

Education:
Minimum HSC (12th pass); Graduation preferred.

Experience:
02 years in a customer service or support role (voice or non-voice).

Skills & Competencies:

Excellent verbal and written communication skills.

Strong problem-solving and listening skills.

Patience and empathy in handling difficult situations.

Familiarity with CRM tools, help desk software, or ticketing systems is a plus.

Ability to work in shifts (if required).

Additional Information:

Job Type: Full-time / Contract / Remote / On-site

Languages Required: English (mandatory); regional language(s) preferred

Work Hours: Rotational shifts / Fixed day shift (depending on company policy)

Salary: Based on experience + performance incentives