The Customer Service Executive (CSE) will be responsible for delivering high-quality customer support through inbound and outbound interactions for a leading utility provider in India. The role requires strong communication skills, adherence to defined processes, and the ability to handle customer queries, complaints, and service requests efficiently while maintaining a professional and courteous approach.

ELIGIBILITY CRITERIA

1. EDUCATIONAL QUALIFICATION:
- Graduate (preferred)
- HSC candidates may be considered with minimum 12 months of relevant experience

- WORK EXPERIENCE:

- Minimum 12 months of experience in inbound contact center processes
- Must have an excellent performance rating in previous role

- PRELIMINARY SCREENING

- Must clear a Written General Aptitude Test

- LANGUAGE PROFICIENCY

- English: Mandatory (Written & Spoken)
- Hindi & Marathi: Mandatory (Spoken)
- Additional regional language will be an advantage
- Candidates must pass a language proficiency test (written + spoken)

- COMPUTER TYPING SKILLS

- Minimum typing speed: 28 WPM (English)
- Maximum 3 attempts allowed; average score will be considered

- VOICE & ACCENT ASSESSMENT

- Must clear Voice & Accent Test (VNAT)
- Evaluation parameters include:
1. Pronunciation
2. Clarity
3. Intonation
4. Accent neutrality
5. Includes simulation of real call center scenarios

- FINAL INTERVIEW

- Final selection subject to interview by client
- Client reserves the right to accept/reject candidates

KEY RESPONSIBILITIES

1. Customer Handling
- Provide accurate and timely information to customers/prospects via call center channels
- Handle Customer Complaints, Queries, and Service Requests (CQS) effectively
1. Service Delivery
- Ensure responses are:
1. Professional
2. Courteous
3. Time-bound
2. Adhere strictly to SOPs and ISO-defined processes
1. Customer Relationship Management
- Build and maintain strong customer relationships




- Deliver a positive customer experience in every interaction
1. Process Adherence
- Follow all operational procedures, guidelines, and updates issued by the organization
1. System Usage & Data Management

- Efficient use of CRM systems such as Salesforce and SAP
- Accurately log and update all customer interactions
- Ensure proper call tagging in IVR systems
1. Coordination & Follow-ups
- Liaise with internal departments for issue resolution
- Ensure timely follow-ups and feedback closure
1. Reporting & Documentation
- Maintain and submit daily reports
- Ensure accurate documentation of all activities
1. Team Collaboration
- Report to the Team Leader
- Work collaboratively with team members to meet performance targets

KEY SKILLS & COMPETENCIES

- Excellent verbal and written communication skills
- Strong customer orientation and problem-solving ability
- Good typing and system navigation skills
- Ability to work under pressure and meet deadlines
- Attention to detail and process compliance

OTHER REQUIREMENTS

- Willingness to work in rotational shifts, including night shifts
- Flexibility to work on weekends and public holidays as per business requirements
- Comfortable working in a 24x7 contact center environment
- Ability to handle high-call volumes and work under pressure
- Solid customer-centric attitude with a positive and empathetic approach
- Willingness to adhere to strict process guidelines, quality standards, and compliance requirements
- Openness to continuous learning, training, and skill enhancement programs
- Basic computer proficiency (MS Office, CRM tools, email handling, etc.)
- Good listening skills and presence of mind to handle challenging customer interactions
- Ability to work both independently and as part of a team
- High level of punctuality, discipline, and attendance adherence
- Ability to multitask between systems while handling live customer interactions
- Must have a working PC & internet connectivity (at home), in case WFH is required due to any emergency.

📌 Customer Service- Executive (India)
🏢 3i Infotech
📍 India