Sr. Executive - Customer Service

Role - Customer Service

Designation - Senior Executive

Location - Mumbai

Key Responsibilities  

·       Manage day-to-day inbound and outbound call center operations to ensure service efficiency and customer satisfaction.

·       Handle customer calls, escalations, and queries with timely resolution and professional communication.

·       Lead, coach, and monitor the performance of the customer service/telecalling team to achieve defined KPIs and SLAs.

·       Oversee on-call business operations, including service coordination and issue resolution.

·       Ensure effective utilization of CRM systems for tracking customer interactions, service requests, and follow-ups.

·       Monitor call quality, compliance adherence, and safety standards across operations.

·       Prepare and share daily/weekly/monthly performance reports and MIS with management.

·       Identify process improvement opportunities to enhance customer experience and operational efficiency.

·       Coordinate with cross-functional teams to resolve operational and customer-related issues

Functional Skills        

·       Strong understanding of call center operations and customer service processes.

·       Team handling and leadership skills with a target-driven approach.

·       Excellent communication, interpersonal, and problem-solving abilities.

·       CRM system knowledge and reporting skills.

·       Ability to manage compliance and operational standards.

·       Decision-making ability under pressure and customer-centric mindset.