Role & responsibilities
Handle escalated customer inquiries via phone, email, chat, or social media in a qualified 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