Customer Service Executive

Responsibilities:

• Customer Interaction & Support: Respond to customer inquiries via phone, email, live chat, or in person in a timely and professional manner. Provide accurate and clear information regarding products, services, and policies. Address customer complaints, concerns, and issues, offering effective solutions and following up to ensure resolution.
• Order Processing & Documentation: Assist customers in placing orders, processing returns, exchanges, or refunds, and updating account details. Ensure that all orders are accurately entered into the system and dispatched as per the customer's requirements. Maintain and update customer records and relevant transaction information in the database.
• Problem Resolution & Escalation: Troubleshoot and resolve product or service-related issues, seeking resolution within established company policies. Escalate complex or unresolved issues to higher management or specialized departments as needed. Follow up with customers to ensure their issues are fully resolved and they are satisfied with the outcome.
• Customer Feedback & Satisfaction: Gather and record customer feedback to identify areas for improvement in products or services. Track and monitor customer satisfaction through surveys or direct communication. Proactively identify opportunities to improve customer experience and service delivery.
• Product Knowledge & Guidance: Stay informed on the company’s products, services, and promotions to assist customers effectively. Provide recommendations or upsell additional services or products when appropriate, based on customer needs. Educate customers on the proper use and care of products or services.
• Collaboration with Internal Teams: Work closely with other departments (e.g., Sales, Marketing, Logistics) to ensure smooth customer service operations. Share insights or common customer concerns with management to improve processes, products, or services. Help resolve order delivery issues or product discrepancies in collaboration with the logistics team.
• Record Keeping & Reporting: Maintain accurate records of all customer interactions and transactions. Prepare and submit daily or weekly reports on customer issues, feedback, and resolutions. Analyze trends in customer inquiries or complaints and provide actionable insights to improve service delivery.

Requirements:

• High school diploma or equivalent (Bachelor’s degree in Business, Communication, or related field preferred).
• 2-5 years of proven experience in customer service or a customer-facing role.
• Strong communication skills, both verbal and written.
• Problem-solving abilities and the ability to handle challenging situations with patience and professionalism.
• Familiarity with customer service software (e.g., CRM systems) and MS Office.
• Strong organizational skills and attention to detail.
• Empathy and active listening to understand customer needs and concerns.
• Conflict resolution skills with the ability to remain calm under pressure.
• Multitasking ability to handle multiple customer queries or tasks simultaneously.
• Strong interpersonal skills for building rapport with customers.
• Ability to work well independently or as part of a team.

Working Conditions:

• Typically office-based with regular working hours, though some positions may require shifts or weekend work depending on the company.
• May involve working in a fast-paced environment during peak customer service periods.
• Ability to work under pressure while maintaining a positive attitude.