Customer Service Executive

About the role

Customer Service Representative, you will act as the direct link between the client and its customer base. You will handle incoming/outgoing customer communications, resolve inquiries, troubleshoot minor technical or service issues, and maintain high standards of customer satisfaction. Key Responsibilities Customer Interaction: Handle customer inquiries, complaints, and requests via phone calls, emails, live chats, or social media channels. Issue Resolution: Troubleshoot common account, product, or service issues using standardized knowledge bases and escalate complex problems to higher tiers when necessary. Data Entry & Management: Accurately update customer profiles, record call logs, and maintain detailed interaction summaries within CRM systems (e.g., Salesforce, Zendesk). Quality & Compliance: Meet key performance metrics (KPIs) such as First Call Resolution (FCR), Average Handling Time (AHT), and Quality Assurance (QA) standards.

Key Skills