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 setting 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.
Robust 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.

📌 Senior Executive Haldwani
🏢 Aforeserve
📍 Haldwani