1) Job Title

- Customer Service Executive (CSE)

2) Job Purpose

- This job is needed to help Customer Services Department manage day to day operations in handling inbound calls from different types of customers. This job will provide first line of support to B2B & B2C

3) Job Duties and Responsibilities

- Handle inbound calls / emails / website enquiries to identify the needs of customer & provide first line of support to customers

- Respond efficiently and accurately to customers, explaining possible solutions and ensuring that clients feel supported and valued

- Identify customer query & escalate issues to Level 2 & Level 3 team when customer query is unresolved

- Meet daily target and work towards meeting team target

- Schedule video call appointments & site visits for customers based on technicians availability

- Document all call information according to standard operating procedures and update the ticket on regular basis

- Meet the required SLAs for all the tickets generated for both inbound calls & email request

- Follow up with customers on existing pending tickets via call & email and achieve SLAs for these tickets

- Make outbound calls to customers who were missed during off-hours and on holidays

- Respond to customer enquiries via email and offer assistance in accordance with TAT

- Collect customer feedback for site visit and update ticket

- Submit daily / weekly reports on performance & targets

- Update job knowledge by studying new product specification & participating in product training opportunities

- Maintain and improve Call Quality by listening to own calls and improve performance

- Accept Feedback & work on arears of improvement

4) Required Qualifications / Skills

 EDUCATION -

- Min Graduation in any field

 EXPERIENCE :

- Graduate fresher or Experience in Customer Services team can apply (0-6 months)

 Knowledge, Skills, Abilities :

- Good computer skills

- Possess good communication skills, both oral and written

- Strong English and Hindi speaking skills

- Ability to multitask, prioritize and manage time effectively

- Good Listening skills

- Ability to work in Team

- Have Good attitude & should be committed to work

- Should be flexible with 6 days working

5) Preferred Qualifications / Skills :

- Prior work experience in Furniture Fittings company is added advantage

- Experience in customer support team for Voice process in BPO

- Comfortable in regional languages (south Indian, other regional languages)

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