Customer Service Executive

Role & responsibilities

• Handle escalated customer inquiries via phone, email, chat, or social media in a professional and timely manner.
• Support and guide junior customer service agents in resolving customer issues.
• Ensure customer complaints are addressed according to company policies and procedures.
• Monitor service interactions to ensure quality and compliance with company standards.
• Assist in training and on-boarding of new customer service representatives.
• Coordinate with other departments (e.g., Sales, Operations, Technical Support) to resolve customer issues.
• Maintain up-to-date knowledge of products, services, promotions, and processes.
• Provide regular feedback to the Customer Service Manager regarding customer trends, common issues, and improvement opportunities.
• Contribute to the development of customer service policies and workflows.
• Help achieve and maintain key performance indicators (KPIs) such as CSAT, response time, and resolution time.
• Actively participate in the design, development, and continuous improvement of customer service relationship tools and systems to enhance customer experience, streamline support operations, and strengthen client engagement.