Position Overview The Customer Service Executive is responsible for managing inbound customer calls, delivering high-quality customer service, logging and tracking requests in the CAFM system, generating operational/aging reports, and supporting site/departmental Quality, Health, Safety, and Environment (QHSE) compliance and incident reporting.

Job location: Mumbai (TRANS ATLANTIC CONSULTANTS PVT. LTD.

107, B-Wing, Everest Chambers, Marol Naka, Andheri- Kurla Rd., Andheri (E), Mumbai - 400 059)

Working days: 5 days a week

Work timings: Rotating shifts (7 am to 5 pm; 11am to 9 pm and 9pm to 7 am)

Roles & Responsibilities

1. Customer Relationship & Support Management

- Inbound Call Handling: Answer inbound calls professionally and assist customers with specific inquiries per company standards.
- Customer Service Excellence: Provide personalized customer service to the highest level and build customer interest in company products and services.
- Complaint Resolution: Handle and resolve customer complaints effectively while advocating for customer satisfaction.

2. Workflow Routing & Issue Escalation

- Call Routing: Route customer calls to appropriate internal departments and resources efficiently.
- Issue Prioritization: Identify and escalate priority issues to senior management/execution teams.
- Follow-up: Conduct necessary follow-up calls with customers to ensure issue resolution and closure.

3. CAFM System & Performance Reporting

- Call & Request Logging: Accurately log all customer calls and requests in the Computer-Aided Facility Management (CAFM) system.
- Service Request Validation & Closure:



Validate service reports from the execution team and close service requests logged in CAFM.
- Reporting & Trend Analysis: Prepare reports on customer calls, circulate aging reports to the Execution Team, and report trend analyses to senior executives.

4. Quality, Health, Safety & Setting (QHSE) Compliance

- QHSE Management System Support: Assist site and departmental managers in executing day-to-day site QHSE requirements and implementing the QHSE management system to achieve organizational goals.
- Departmental & Resource Coordination: Coordinate with the QHSE Department for site-related issues and secure necessary resources for the workgroup.
- Risk Assessment & Meetings: Participate in site QHSE meetings and participate in site-level hazard identification and risk assessment teams.
- Incident & Near-Miss Reporting: Report all near misses, dangerous occurrences, and incidents immediately; assist the team in preparing incident reports.
- Internal Alerts & Corrective Actions: Ensure all workers under management are aware of internal QHSE alerts, and assist managers in taking corrective actions upon nonconformance identification.
- Training Execution: Assist the site/departmental manager to assess and execute QHSE training requirements.

Preferred Experience & Education

- Bachelor's degree or diploma in Business Administration, Facility Management, or a related field.
- 0-2 years of experience in Customer Service, Call Center Operations, or Facility Management.
- Prior experience in QHSE coordination or compliance monitoring is highly desirable

📌 Customer Service Executive (Mumbai)
🏢 Al Shirawi Facilities Management
📍 Mumbai