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
Solid 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.
Robust 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 settings is desirable.
Utilities, energy, banking, telecom, or service industry experience is an advantage

📌 Executive Pune
🏢 EXL
📍 Pune