Customer Service Executive

Roles and Responsibility

Key Responsibilities

• Handle customer queries through live chat / messaging platforms
• Provide clear, accurate, and grammatically correct responses
• Resolve issues within defined TAT, SLA, and quality guidelines
• Manage multiple chats simultaneously (concurrent) with efficiency and accuracy
• Document interactions and outcomes in CRM/ticketing tools
• Follow SOPs, knowledge base articles, and compliance requirements
• Escalate complex or unresolved issues as per process guidelines
• Meet individual and team productivity, quality, and adherence metrics

Key Skills

• Excellent written and spoken English communication, minimum B2 level proficiency as per the CEFR (Common European Framework of Reference for Languages) is required
• Strong grammar, sentence construction, and clarity
• Ability to multitask and manage concurrent chats
• Customer-centric mindset with problem-solving skills
• Attention to detail and process adherence
• Clearly understand clients with different accents.
• Communicate clearly with customers across different accents and contexts

Preferred (Good to Have)

• Prior experience in International Chat / Email Support
• Prior experience in the Telecom domain is an added advantage.
• Exposure to CRM tools (Salesforce, ServiceNow, etc.)
• Understanding of KPIs such as AHT, FCR, CSAT, QA scores, SLA, TAT

Work Location - Pune - Hinjewadi - Work from office only

Shift - Flexible

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.