Sr. Customer Service Executive

Job Summary:

We are looking for a professional and customer-focused Customer Service Executive to join our team. In this role, you will be responsible for handling customer inquiries, resolving complaints, processing orders, and ensuring a positive customer experience. The ideal candidate should have excellent communication skills, a problem-solving attitude, and the ability to remain calm under pressure.

Key Responsibilities:

Handle inbound and outbound calls, emails, and chats to assist customers.

Resolve customer complaints or issues quickly and effectively.

Provide accurate information regarding products, services, and policies.

Process orders, returns, refunds, or exchanges as required.

Maintain detailed and accurate records of customer interactions.

Follow up with customers to ensure satisfaction and issue resolution.

Collaborate with internal teams (sales, logistics, technical support) to resolve queries.

Identify customer needs and recommend appropriate products or services.

Meet performance targets including response time, resolution rate, and customer satisfaction.

Stay updated on company products, services, and procedures.

Qualifications:

High school diploma or equivalent; a degree in any field is a plus.

Proven experience in a customer service or client-facing role.

Excellent verbal and written communication skills.

Strong listening, empathy, and problem-solving abilities.

Proficiency in using computers, CRM systems, and basic MS Office tools.

Ability to multitask, stay organized, and manage time efficiently.

Fluency in English and regional/local languages as required.

Preferred Skills:

Experience in call centers, retail, or service-based industries.

Knowledge of customer service software (e.g., Zendesk, Freshdesk, Salesforce).

Ability to handle difficult customers with patience and professionalism.