Role & responsibilities

- Handle escalated customer inquiries via phone, email, chat, or social media in a professional and timely manner.

- Support and guide junior customer service agents in resolving customer issues.

- Ensure customer complaints are addressed according to company policies and procedures.

- Monitor service interactions to ensure quality and compliance with company standards.

- Assist in training and on-boarding of recent customer service representatives.

- Coordinate with other departments (e.g., Sales, Operations, Technical Support) to resolve customer issues.

- Maintain up-to-date knowledge of products, services, promotions, and processes.

- Provide regular feedback to the Customer Service Manager regarding customer trends, common issues, and improvement opportunities.

- Contribute to the development of customer service policies and workflows.

- Help achieve and maintain key performance indicators (KPIs) such as CSAT, response time, and resolution time.

- Actively participate in the design, development, and continuous improvement of customer service relationship tools and systems to enhance customer experience, streamline support operations, and strengthen client engagement.

📌 Customer Service Executive (Mumbai)
🏢 Centrum
📍 Mumbai