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Job Overview:
As a Customer Service Executive for the UK Process, you will be the frontline representative of our company, providing exceptional support and assistance to our UK-based customers. Your primary responsibility will be to address customer inquiries, resolve issues, and ensure overall customer satisfaction. Your ability to communicate effectively, demonstrate empathy, and provide efficient solutions will be key to delivering a positive customer experience.
Key Responsibilities:
Customer Support: Handle inbound calls, emails, and live chat interactions from UK customers promptly and professionally.
Act as the first point of contact for customers, actively listening to their concerns, inquiries, and feedback.
Issue Resolution: Investigate and resolve customer issues, complaints, or product inquiries in a timely manner, aiming for first-contact resolution whenever possible.
Escalate complex or unresolved matters to the appropriate department or supervisor while keeping the customer informed of the progress.
Product Knowledge: Develop a comprehensive understanding of our products, services, and policies to provide accurate information to customers.
Offer product recommendations and upsell opportunities when appropriate.
Order Processing: Assist customers with placing orders, processing returns, and tracking shipments.
Ensure accurate order entry and maintain order records.
Customer Relationship Management: Build and maintain positive, long-lasting relationships with customers by providing personalized and friendly service.
Follow up with customers to ensure their issues are resolved and inquire about their overall satisfaction.
Complaint Handling: Handle customer complaints with tact and patience, de-escalating tense situations and turning negative experiences into positive ones.
Feedback and Reporting: Document customer interactions and feedback accurately in the CRM system.
Provide regular reports on customer inquiries, issues, and trends to management.
Quality Assurance: Adhere to established customer service standards and guidelines to maintain service quality.
Participate in ongoing training and workshops to improve customer service skills and knowledge.
Qualifications and Skills:
- High school diploma or equivalent; additional education is a plus.
- Proven experience in customer service, preferably in a UK-based process or international customer support environment.
- Excellent verbal and written communication skills in English, with a clear and friendly telephone manner.
- Strong problem-solving and critical-thinking abilities to handle various customer scenarios.
- Empathetic and patient, with the ability to understand and address customer needs effectively.
- Familiarity with CRM software and ticketing systems is advantageous.
- Flexible to work in shifts, including evenings and weekends, to cover UK business hours.
- Strong teamwork skills and the ability to work effectively in a fast-paced, dynamic environment.
Note: The job description for a Customer Service Executive in a UK Process may vary depending on the specific industry and company requirements. The above description provides a general outline of the responsibilities and qualifications expected for this role.
Job Type: Full-time
Salary: ₹30,000.00 - ₹40,000.00 per month
Benefits:
- Paid time off
Schedule:
- Day shift
- Morning shift
Supplemental pay types:
- Shift allowance
Ability to commute/relocate:
- New Delhi, Delhi: Reliably commute or planning to relocate before starting work (Required)
Education:
- Higher Secondary(12th Pass) (Preferred)
Experience:
- total work: 1 year (Preferred)
- Customer service: 1 year (Preferred)
Language:
- English (Preferred)
- Hindi (Preferred)
