Executive – Customer Service
Executive – Customer Service APPLY NOW
Bangalore
Full time
Role Purpose
The purpose of the role is to oversee day-to-day operations, leading a team of customer service representatives, and implementing strategies to enhance customer service standards which in turn lead to exceptional customer experience & satisfaction.
KRAs:
Customer Support
- Handle escalated customer inquiries and complaints, demonstrating empathy and problem-solving skills to ensure swift resolution.
- Monitor customer service channels (phone, email, chat, social media) to ensure timely responses and resolution of customer issues
Process Improvement
- Collaborate to develop and implement customer service policies, procedures, and best practices
- Identify areas for improvement in service delivery and implement initiatives to enhance efficiency and effectiveness
Quality Assurance
- Conduct regular quality assurance assessments of customer interactions to ensure service excellence and adherence to company standards
- Provide coaching and training to team members to address performance gaps and maintain service quality
Performance Monitoring
- Track key performance indicators (KPIs) such as customer satisfaction scores, response times, and first-contact resolution rates.
- Analyse data to identify trends and opportunities for improvement, and report findings to management
Cross-Functional Collaboration
- Liaise with other departments such as Sales, Marketing, and Operations to coordinate efforts and address customer issues effectively.
- Communicate customer feedback and insights to relevant stakeholders to inform business decisions and product/service improvements
Training and Development
- Coordinate and facilitate ongoing training sessions for customer service staff to enhance product knowledge, communication skills, and service delivery
- Support team members in achieving their professional development goals through coaching and career planning
Reporting and Documentation
- Prepare regular reports on customer service performance metrics, trends, and outcomes for management review.
- Maintain accurate records of customer interactions, resolutions, and feedback for analysis and reference.
Competencies
Functional
- Good interpersonal & team management skills
- Good communication and presentation skills
- Strong Problem-Solving Skills
- Ability to remain calm & composed in high pressure situations & effectively manage conflicts
Eligibility Criteria
- Bachelor’s degree in Business Administration, Hospitality, or a related field (or equivalent work experience)
- Previous experience in a customer service role, with at least 2-3 years in a supervisory or leadership position
- Proficiency in customer service software and tools (e.g., CRM systems, helpdesk software).
- Knowledge of customer service best practices and industry standards.