Customer Service Executive

Customer Service Support Advisor

Education: Graduate in any stream
Experience: Customer Service / Call Centre / BPO experience preferred

Key Responsibilities

• Handle customer queries through Voice, Chat, and Back Office channels.
• Provide accurate and timely resolutions within defined SLA and quality standards.
• Handle customer complaints, objections, and escalations professionally.
• Maintain process knowledge and achieve defined productivity and quality targets.
• Perform necessary investigation using relevant systems and tools.
• Ensure excellent customer experience and customer satisfaction.
• Maintain adherence to assigned shifts, breaks, attendance, and process guidelines.
• Identify and escalate process/queue-related issues to the appropriate team.

Required Skills

• Excellent English verbal and written communication skills.
• Minimum 40 WPM typing speed.
• Strong customer service and interpersonal skills.
• Good active listening, questioning, and problem-solving abilities.
• Strong multitasking and time-management skills.
• Good objection and complaint-handling skills.
• Good computer proficiency and system navigation skills.
• Working knowledge of MS Outlook, Word, and Excel.
• Ability to work in a target-driven and team-oriented environment.
• Good customer empathy, ownership, and attention to detail.