Customer Service Executive - Western Mumbai

This job is provided by apna.co Customer Service Desk: 1 to 3 years of experience in service CRM, Customer Handling,

To provide a seamless and positive customer experience by managing the customer service desk, resolving customer queries and complaints, coordinating service-related requirements, and ensuring smooth execution of returns, exchanges, refunds, and other post-sales processes.

Key Performance Indicators (KPIs)

Customer Satisfaction / CSAT

Complaint Resolution TAT

Service Case Closure TAT

Return & Exchange Process Accuracy

Customer Complaint Escalation Rate

Pending Case Management

Process & Documentation Accuracy

Customer Experience / Feedback

Compliance with SOPs

Required Skills

Strong customer service and communication skills

Good listening and problem-solving ability

Ability to handle difficult customers calmly

Good coordination and follow-up skills

Basic computer and system knowledge

Good understanding of retail processes

Attention to detail

Ability to work under pressure and manage multiple customers

Team-oriented approach