Customer Service Executive

Key Responsibilities

• Handle customer queries through phone, email, chat, and CRM/ticketing systems.
• Understand customer requirements and provide accurate and professional responses.
• Create, update, assign, and close customer tickets/cases in the CRM.
• Maintain accurate customer information and communication history.
• Manage multiple customer queries and cases simultaneously.
• Follow up on pending customer requests and ensure timely resolution.
• Coordinate with internal teams to resolve customer issues.
• Handle customer complaints professionally and escalate complex issues when required.
• Keep customers informed about the progress of their requests.
• Monitor open tickets and ensure that no customer query is missed.
• Identify recurring customer issues and communicate them to the relevant team.
• Maintain agreed response times, resolution times, SLAs, and customer service KPIs.
• Prepare basic reports on customer queries, complaints, tickets, and resolutions.
• Ensure customer information and records are maintained accurately and confidentially.
• Follow company processes and maintain a high standard of customer service.

Required Experience & Skills

• 1–2 years of relevant hands-on customer service/customer support experience.
• Previous experience working with a CRM or ticketing system.
• Experience handling customer queries through multiple communication channels.
• Excellent verbal and written communication skills.
• Strong problem-solving, customer-handling skills and time-management abilities.
• Strong attention to detail and accurate data-entry skills.
• Ability to manage multiple customer cases simultaneously.
• Comfortable working with KPIs, SLAs, response times, and resolution targets.
• Ability to remain calm and professional when dealing with complaints or difficult customers.
• Good teamwork and coordination skills.

Job Type: Full-time

Pay: ₹15,000.00 - ₹30,000.00 per month

Work Location: In person