Job Summary

We are seeking a proactive and customer-focused Senior Customer Service Executive (Voice Process) to manage customer interactions, resolve queries efficiently, and deliver exceptional customer experiences.

The ideal candidate should possess solid communication skills, problem-solving abilities, and experience handling inbound and outbound customer calls while mentoring junior customer service executives.

Key Responsibilities
Handle inbound and outbound customer calls professionally and efficiently
Resolve customer queries, complaints, and service requests within defined SLAs
Maintain high levels of customer satisfaction through excellent service delivery
Escalate complex issues to the appropriate teams and ensure timely resolution
Monitor and improve customer interaction quality and adherence to processes
Assist in training and mentoring junior customer service executives
Maintain accurate records of customer interactions and updates in CRM systems
Meet individual and team KPIs related to customer satisfaction, quality, and productivity
Identify recurring customer issues and provide feedback for process improvements




Ensure compliance with company policies and service standards

Required Skills & Qualifications
Bachelors degree in any discipline
3+ years of experience in a Customer Service / Call Center / Voice Process role
Excellent verbal and written communication skills in English
Strong customer handling and conflict resolution skills
Ability to multitask and work in a rapid-paced setting
Familiarity with CRM tools and customer support software
Strong analytical and problem-solving abilities
Leadership skills with experience supporting or guiding team members

Preferred Skills
Experience in BPO, ITES, E-commerce, Banking, Telecom, or Customer Support environments
Knowledge of customer experience (CX) best practices
Ability to handle escalations and critical customer situations effectively

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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