Key Responsibilities:

- Supervise and guide a team of customer service executives in handling incidents and resolving customer queries efficiently.
- Act as the first point of escalation for customer issues and ensure timely resolution.
- Monitor daily operations and ensure adherence to SLA (Service Level Agreement) standards.
- Analyze incident trends, generate reports using Microsoft Excel, and provide insights to improve response and resolution.
- Maintain accurate records of all interactions, incidents, and solutions provided.
- Coordinate with internal departments to ensure effective resolution of complex issues.
- Conduct team meetings, performance reviews, and training to enhance soft skills and communication.
- Foster a positive and productive team environment with a focus on customer satisfaction and continuous improvement.

Required Skills and Qualifications:





- Graduate in any discipline (mandatory).
- Proven experience (3+ years) as a Senior Executive or similar role in customer service or incident management.
- Solid command over spoken and written English.
- Proficient in Microsoft Excel (VLOOKUP, Pivot Tables, Charts) and other MS Office applications.
- Demonstrated experience in team handling and performance management.
- Excellent interpersonal, problem-solving, and soft skills.
- Ability to multitask, prioritize work, and lead under pressure.

Skills: Agile Methodologies, Python Programming, Sql, Data Analysis, Cloud Computing, Project Management

Experience: 1.00-3.00 Years

📌 Senior Executive (Haldwani)
🏢 Aforeserve
📍 Haldwani