Customer Service Executive Service Industry

Role Summary

The Customer Service Executive (CSE) serves as the primary point of contact for our customers. This role is crucial for maintaining customer satisfaction and loyalty by efficiently and empathetically resolving inquiries issues and complaints. The ideal candidate is a highly motivated resourceful and professional individual with a passion for delivering exceptional customer experiences.

Key Responsibilities

The CSE will be responsible for a variety of tasks including:

Customer Interaction & Support

• Respond promptly and professionally to customer inquiries via phone email live chat social media regarding products services billing and technical issues.

• Resolve customer complaints and concerns with patience and efficiency escalating complex issues to the appropriate internal teams when necessary.

• Maintain a high level of product and service knowledge to provide accurate and relevant information to customers.

• Process customer orders returns exchanges and modifications according to company policy.

Operational & Administrative

• Document and track all customer interactions transactions comments and complaints accurately in the CRM system e.g. Salesforce Zendesk.

• Meet or exceed individual and team targets for customer satisfaction (CSAT) resolution time and quality assurance.

• Identify opportunities to improve customer service processes and contribute to the development of FAQs and knowledge base articles.

• Handle confidential customer information with discretion and ensure compliance with privacy regulations e.g. GDPR CCPA.

Sales & Retention

• Identify and suggest appropriate products or services to customers during interactions (upselling/cross-selling) when relevant to their needs.

• Assist in customer retention efforts by demonstrating the value of the companys products/services and addressing potential reasons for churn.

Required Qualifications

• Experience: 1-3 years of experience in a customer service call center or client-facing role.

• Education: High School Diploma/GED required; Associates or Bachelors degree preferred.

• Communication: Excellent verbal and written communication skills in Specify required languages e.g. English Spanish.

• Technical Skills: Proficiency with computers and common software including MS Office/Google Workspace and experience with mention specific CRM/help desk software.

Desired Skills & Attributes

• Problem-Solving: Proven ability to analyze situations define problems and propose logical effective solutions.

• Empathy & Patience: A genuinely empathetic attitude with the ability to remain calm and professional even under pressure.

• Adaptability: Ability to thrive in a fast-paced environment and quickly learn new technology and business processes.

• Teamwork: A strong collaborative spirit and willingness to support colleagues to achieve shared goals.

• Time Management: Exceptional organizational skills and the ability to prioritize tasks effectivel

Required Skills:

communicationskillscrmcustomer servicecustomer