Job Purpose

The Customer Service Executive is responsible for delivering exceptional customer support by addressing inquiries, resolving complaints, and providing information about the company’s products and services. This role requires excellent communication skills, a customer-focused approach, and the ability to manage multiple tasks efficiently. The Customer Service Executive will serve as a primary point of contact for customers, ensuring a positive customer experience and fostering long-term relationships.

Key Responsibilities

1. Respond promptly to customer inquiries via phone, email, chat, or in-person.
2. Provide accurate information regarding products, services, and company policies.
3. Resolve customer complaints by identifying the issue, proposing solutions, and ensuring timely follow-up.
4. Maintain a comprehensive understanding of the company’s offerings to provide informed assistance.
5. Process orders, returns, and exchanges efficiently while adhering to company guidelines.
6. Record and update customer interactions, transactions, comments, and complaints in the CRM system.
7. Collaborate with other departments to resolve complex customer issues and improve service delivery.
8. Monitor customer feedback and suggest improvements to enhance the overall customer experience.
9. Assist in the training and mentoring of new customer service team members.
10. Keep up to date with product knowledge, company policies, and industry trends.
11. Strive to meet or exceed customer service targets and performance metrics.
12. Handle escalated customer concerns with professionalism and empathy.
13. Participate in team meetings, training sessions, and continuous improvement initiatives.

Qualifications

1. Diploma or Bachelor’s degree in Business Administration, Communications, or related field.
2. 2+ years of experience in a customer service role.
3. Call center experience is preferred but not essential.
4. Excellent verbal and written communication skills.
5. Proficiency in CRM software and Microsoft Office Suite.
6. Strong problem-solving skills and attention to detail.
7. Ability to handle stressful situations calmly and effectively.
8. A customer-oriented attitude with a passion for delivering high-quality service.
9. Strong organisational and multi-tasking abilities.