Senior Customer Service Executive

Minimum eligibility:

1) Education: Graduate

2) Experience: 6 Months Minimum (International Voice process)

3) Shifts: UK Shifts

Roles and responsibilities:

1) Manage large amounts of incoming phone calls and email exchanges from the customers across the globe

2) Address customer complaints, research customer issues, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

3) Escalate customer service issues, if required

4) Update and process information accurately into the case management system(s) and spreadsheets

5) Provide support to other teams tasked with resolving complex issues

6) Clear Communication - during all conversations with customers over the phone or email, use English that delivers information and solutions in an easy manner as customers will be calling from the across the world

7) Follow communication procedures, guidelines, and policies

8) Professional Focus - demonstrates a high level of personal and professional integrity when dealing with Customers. Treats all customers with empathy and respect and consideration

9) Teamwork consistently works together, trust in each other, engage in constructive conversations for the good of the group

Qualifications:

1) Excellent in written and verbal English communication

2) Strong phone contact handling skills, email writing skills and active listening

3) Good problem-solving skills

4) Professional & courteous in speaking and writing

5) Ability to analyse data and diagnose the issue

6) Ability to multi-task, work through multiple system for diagnosis, prioritize, and manage time effectively

7) Ability to liaise with customers at all levels

8) Ability to handle and resolve complex customer calls

9) MS Office Skills: Word, Excel, Outlook, Teams, PowerPoint, SharePoint