Customer Service Executive

Job Description: Customer Service Executive – Voice ProcessJob Title: Customer Service Executive – Voice Process

Department: Customer Service / Customer Support

Job Type: Full-Time

Experience: Freshers and Experienced Candidates

Work Mode: Work from Office

Employment Type: Permanent / Contractual, as per company requirements

Job SummaryWe are looking for enthusiastic and customer-focused individuals to join our team as Customer Service Executives for the Voice Process. The selected candidates will handle inbound and/or outbound customer calls, resolve customer queries, provide accurate information, and ensure a positive customer experience while maintaining service quality standards.

• Key ResponsibilitiesHandle inbound and outbound customer calls professionally.
• Respond to customer queries regarding products, services, orders, payments, or account-related concerns.
• Provide accurate information and resolve customer issues within the defined turnaround time.
• Maintain a polite, professional, and customer-friendly approach throughout the conversation.
• Understand customer requirements and provide appropriate solutions.
• Escalate complex issues to the concerned department whenever required.
• Maintain accurate records of customer interactions in the CRM system.
• Achieve defined performance targets, including call quality, customer satisfaction, productivity, and resolution rates.
• Follow company policies, standard operating procedures, and data confidentiality guidelines.
• Work collaboratively with team members to improve customer satisfaction.
• Eligibility CriteriaEducation: Graduate or undergraduate candidates, as per company requirements.
• Communication Skills: Good verbal communication skills in English and/or Hindi, depending on the process.
• Computer Skills: Basic knowledge of computers, MS Office, and internet applications.
• Customer Orientation: Ability to understand customer concerns and provide effective solutions.
• Other Requirements: Willingness to work in rotational shifts, weekends, or night shifts, if applicable.
• Freshers with good communication skills are encouraged to apply.
• Required SkillsEffective verbal communication and active listening.
• Problem-solving and customer-handling skills.
• Patience, empathy, and a positive attitude.
• Ability to manage difficult conversations professionally.
• Basic typing and computer proficiency.
• Time management and the ability to work under pressure.
• Willingness to learn and achieve performance targets.
• Key Performance Indicators (KPIs)Number of calls handled per day.
• Customer satisfaction score (CSAT).
• First Call Resolution (FCR).
• Average Handling Time (AHT).
• Call quality and process compliance.
• Attendance, punctuality, and schedule adherence.
• Salary and BenefitsSalary: As per company standards and candidate eligibility.
• Incentives: Performance-based incentives, wherever applicable.
• Benefits: Training, career development opportunities, and other company benefits as applicable.

Career Growth OpportunitiesCustomer Service Executive → Senior Customer Service Executive → Team Leader → Assistant Manager / Operations Manager.

Ideal Candidate: A customer-oriented individual with good communication skills, a professional attitude, and the ability to handle customer queries effectively while delivering excellent service.