Customer Experience Executive

Job Title: Customer Experience Executive II

Location: Bangalore
Experience: 0-3 Years
Qualification: Bachelors Degree / Diploma
Employment Type: Full-Time

About the Role

We are looking for a proactive and customer-focused Executive – Customer Experience (Semi-Voice) to manage customer interactions across multiple communication channels, including calls, emails, and live chat. The ideal candidate will be responsible for delivering timely, accurate, and empathetic customer support while ensuring a high standard of service quality and customer satisfaction.

The role requires strong communication skills, problem-solving ability, attention to detail, and flexibility to support business requirements across different customer support channels.

Key Responsibilities

• Handle customer queries through inbound and outbound calls, emails, and live chat.
• Provide accurate and clear information regarding products and services.
• Resolve customer concerns by troubleshooting common issues and providing first-level support.
• Escalate complex customer concerns to the appropriate teams and ensure timely resolution.
• Manage customer escalations and follow up through callback support to ensure closure.
• Ensure adherence to company policies, quality standards, and compliance guidelines during customer interactions.
• Maintain accurate documentation and records of customer conversations, issues, and resolutions.
• Deliver a high-quality customer experience with empathy, professionalism, and efficiency.
• Coordinate effectively with internal teams to resolve customer concerns.
• Remain flexible to support multiple communication channels based on business requirements.
• Work rotational shifts, including weekends, holidays, and extended working hours during peak periods if required.

Required Skills & Qualifications

• Fluency in English and Hindi with strong verbal and written communication skills.
• Strong typing speed with high accuracy.
• Bachelor’s degree or equivalent diploma in any discipline.
• Ability to handle customer interactions across voice, email, and chat support channels.
• 1–3 years of experience in customer service, customer support, semi-voice, or similar roles.
• Strong problem-solving and conflict-resolution skills.
• Customer-centric mindset with a focus on delivering excellent service.
• Excellent interpersonal and communication skills with an empathetic approach.
• Ability to work in a fast-paced and collaborative environment.
• High attention to detail and strong ownership mindset.

Preferred Skills

• Experience using CRM tools such as Freshdesk, Zendesk, or similar customer support platforms.
• Working knowledge of Google Sheets or MS Excel for tracking and reporting.

Work Environment

• Dynamic and customer-focused work environment.
• Opportunity to work across multiple support channels and customer touchpoints.
• Collaborative culture with opportunities for professional growth and learning.

Shift Requirement

• Candidate should be comfortable working rotational shifts, including weekends and holidays as per business requirements.