Key Responsibilities:

Customer Interaction:

- Answer inbound calls from customers in a professional and courteous manner.
- Resolve customer queries and issues related to [products/services offered by the company].
- Provide accurate, valid, and complete information by using the right methods/tools.
- Identify and assess customers needs to achieve satisfaction.
- Handle complaints, provide appropriate solutions, and follow up to ensure resolution.

Service Quality:

- Ensure high customer satisfaction by providing timely and effective support.
- Maintain a positive and empathetic attitude with every customer interaction.
- Achieve and maintain KPIs (Key Performance Indicators) such as call resolution time, customer satisfaction score, etc.

Documentation & Reporting:

- Document customer interactions accurately in the CRM or relevant system.
- Keep records of customer interactions, process customer accounts, and file documents.
- Report recurring customer issues or feedback to the relevant teams for continuous improvement.

Collaboration & Teamwork:

- Work closely with other team members to ensure smooth and efficient customer service operations.
- Participate in team meetings and training sessions to improve individual and team performance.




- Assist in training current team members and share best practices.

Product/Service Knowledge:

- Keep up to date with product/service knowledge and updates.
- Stay informed about any changes to policies, procedures, and systems that affect customer service delivery.

Qualifications:

- Education:
- Minimum of a high school diploma or equivalent.
- A Bachelor's degree (preferred but not mandatory).
- Experience:
- Prior experience in a voice-based customer service role is an advantage, but freshers are also welcome.
- Experience in handling customer queries in a call center environment (preferred).
- Skills:
- Excellent communication skills (both verbal and written).
- Active listening skills with the ability to understand customer concerns.
- Ability to maintain composure and professionalism in challenging situations.
- Strong problem-solving skills and attention to detail.
- Ability to work well in a team and individually.
- Basic computer skills and familiarity with CRM tools is a plus.
- Other Requirements:
- Flexibility to work in shifts, including weekends and holidays if required.
- Strong interpersonal skills with a customer-first mindset.
- Patience, empathy, and a positive attitude toward customers.

📌 Customer Service Executive - UK Voice (Mumbai)
🏢 Capita
📍 Mumbai