• Handle inbound customer interactions via webchat and digital channels.

• Complete customer authentication and verification processes accurately.

• Investigate customer accounts, identify root causes, and provide appropriate resolutions.

• Resolve customer enquiries related to billing, payments, account management, services, products, and complaints.

• Take end-to-end ownership of customer issues until closure.

• Collaborate with back-office teams, SMEs, and specialist functions to resolve complex cases.

• Raise and track service requests, complaints, and general enquiry cases as required.

• Utilize knowledge management systems, AI tools, and workflow platforms to support effective resolution.

• Maintain accurate customer records and interaction notes.

• Adhere to regulatory, compliance, and data protection requirements.

• Meet defined productivity, quality, customer satisfaction, and service level targets.

• Identify recurring customer issues and provide feedback to support process improvements and reduce failure demand





Responsibilities

Technical Skills

• Robust written communication skills.

• Excellent typing and multitasking abilities.

• Proficiency in Microsoft Office applications.

• Ability to navigate multiple systems simultaneously.

• Experience using CRM and customer service platforms.

Behavioral Competencies

• Customer-centric mindset.

• Problem-solving and analytical skills.

• Attention to detail.

• Strong decision-making capability.

• Adaptability and resilience.

• Collaboration and teamwork.

• Ownership and accountability.

Qualifications

• Graduate or equivalent qualification preferred.

• Minimum 1 year of customer service experience preferred.

• Experience in webchat, contact center, or digital customer support environments is desirable.

• Utilities, energy, banking, telecom, or service industry experience is an advantage

📌 Executive (Pune)
🏢 EXL
📍 Pune