Customer Service Executive
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Job Description
As a Customer Service Executive, you will be an important point of contact for our customers, helping to deliver a positive and seamless customer experience.
You will handle customer enquiries across different communication channels, provide accurate information, resolve issues and complaints, and ensure customer requests are followed through in a timely manner. You will also have opportunities to recommend relevant products and services based on customers' needs.
• Strong customer service and phone-handling skills
• You will need to understand customer needs and recommend appropriate solutions.
• You will need to work on the role as a customer service executive and work collaboratively within a team.
• A good command of spoken and written English.
What you'll do
• Work from the office as part of our hub-based customer service team.
• Handle daily incoming and outgoing customer calls and emails in a professional and timely manner.
• Respond to customer enquiries, provide accurate information, and assist in resolving customer issues and complaints.
• Perform customer identity verification and follow up on required documentation in accordance with established verification, security, and data-handling procedures.
• Maintain accurate records of customer interactions, enquiries, complaints, feedback, and actions taken.
• Follow up on customer requests to ensure appropriate actions have been completed.
• Share customer feedback, comments, and insights with management to support improvements to our products and services.
• Identify opportunities to recommend and promote relevant products and services based on customer needs.
• Support new product testing, implementation, and launches.
• Leverage AI-powered tools and digital solutions to enhance productivity, improve customer interactions, and support efficient case management and problem resolution.
• Meet assigned service standards, KPIs, and performance targets.
• Collaborate with team members and other stakeholders to deliver positive customer experience.
Requirements
Department: Customer Service
Function: Information Technology
Experience Level: Not Applicable