POSITION: EMAIL CUSTOMER CARE EXECUTIVE- SALARY : UPTO 35K (NEGOTIABLE)
EXPERIENCE: 3YR+
As an Email Customer Service Executive, you are expected to:
- Manage and respond to customer queries via email in a professional and timely manner.
- Use a customer-first approach to resolve issues, providing solutions that align with company policy and satisfy the customer.
- Successfully track and manage customer interactions through the CRM system.
- Collaborate effectively with other team members and departments to address complex customer issues.
- Conduct customer surveys for satisfaction and feedback.
- Identify and escalate priority issues that need immediate attention.
- Develop strong customer relationships and enhance and refine customer service policies.
Unique Challenges
This role requires multitasking, prioritizing, and managing time efficiently. It requires excellent people skills and communication skills, as it involves dealing with both satisfied and unsatisfied customers.
Qualifications
Mandatory
- A minimum of 2 years of experience in a Customer Service role, preferably handling emails.
- Exceptional written and verbal communication skills.
- Mastery of customer service management systems and databases.
Essential
- MBA/Masters/BBA in a Business, Marketing, Operations, IT, Commerce -related field.
- Experience in using any of the following or any CRM tools will be useful:
Freshdesk
Zoho
Zendesk
ServiceNow
HappyFox etc.
Certifications and Training
Customer Service certification.
Expected Outcomes
- Maintain and improve the Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS).
- Decrease response time and increase the first contact resolution rate.
- Enhance customer loyalty and relationships by providing excellent customer service.
Success in this role will be measured through customer feedback and satisfaction scores, as well as your efficiency in resolving issues and fostering positive customer relationships.
Job Type: Full-time
Pay: Up to 35,000.00 per month
Schedule: - Day shift
Experience:- total work: 3 years (Required)
Customer service: 3 years (Required)
Language:
* English (Preferred)
Work Location: In person
