Customer Service Executive Female only

1. Customer Interaction & Call Handling

• Handle inbound and outbound customer calls professionally courteously and empathically.
  
• Understand customer concerns clearly and provide accurate information or solutions.
  
• Maintain a positive customer experience at all times.
  

2. Service Request Logging & Accuracy

• Register customer complaints and service requests accurately in the breakdown tracker.
  
• Handle requests received through Portal IVR calls direct customer calls emails internal teams and WhatsApp/chatbot.
  
• Ensure completeness and correctness of data to avoid service delays.
  

3. Customer Communication & Updates

• Provide timely and clear updates to customers through calls email WhatsApp or SMS.
  
• Ensure customer updates are shared within 30 minutes of receiving the request.
  
• Manage customer expectations regarding resolution timelines.
  

4. Technical Support (First-Level)

• Provide first-level troubleshooting and basic technical support to customers.
  
• Resolve issues remotely wherever possible before dispatching field technicians.
  

5. Escalation & Coordination

• Escalate unresolved or complex cases to concern Representative/Teams/Departments as per defined escalation matrix.
  
• Coordinate with internal teams to ensure timely resolution of customer issues.
  

6. Customer Feedback & Closure

• Collect customer feedback after service completion.
  
• Ensure proper loop closure and confirmation of customer satisfaction.
  

7. Schedule Adherence & Productivity

• Adhere strictly to assigned rosters shifts and schedules.
  
• Maintain discipline and meet daily productivity and performance targets.
  

8. Quality & Continuous Improvement

• Maintain quality standards in communication documentation and processes.
  
• Follow standard operating procedures (SOPs) and contribute to continuous improvement initiative
  

Requirements

Skills & Competencies

• Strong verbal and written communication skills
  
• Customer-focused attitude with problem-solving ability
  
• Basic technical understanding and troubleshooting skills
  
• Ability to multitask and work under pressure
  
• Proficiency in CRM systems ticketing tools and communication platforms
  

Work Conditions

• Shift-based role (as per business requirements)
  
• Office based on Weekdays
  
• WFH on Weekends / National and Public Holidays.