Customer Service Executive
Al Shirawi Facilities Management
Mumbai, Maharashtra, India0–2 yrs1h agovia LinkedIn
About the Role
The Customer Service Executive is responsible for managing inbound customer calls, delivering high-quality customer service, logging and tracking requests in the CAFM system, generating operational/aging reports, and supporting site/departmental Quality, Health, Safety, and Environment (QHSE) compliance and incident reporting.
Job location: Mumbai
Working days: 5 days a week
Work timings: Rotating shifts (7 am to 5 pm; 11am to 9 pm and 9pm to 7 am)
Key Responsibilities
- Customer Relationship & Support Management
- Answer inbound calls professionally and assist customers with inquiries per company standards.
- Provide personalized customer service and build customer interest in company products and services.
- Handle and resolve customer complaints effectively.
- Workflow Routing & Issue Escalation
- Route customer calls to appropriate internal departments.
- Identify and escalate priority issues to senior management.
- Conduct follow-up calls with customers to ensure issue resolution.
- CAFM System & Performance Reporting
- Accurately log all customer calls and requests in the Computer-Aided Facility Management (CAFM) system.
- Validate service reports from the execution team and close service requests logged in CAFM.
- Prepare reports on customer calls, circulate aging reports, and report trend analyses.
- Quality, Health, Safety & Environment (QHSE) Compliance
- Assist in executing day-to-day site QHSE requirements and implementing the QHSE management system.
- Coordinate with the QHSE Department for site-related issues.
- Participate in site QHSE meetings and hazard identification and risk assessment teams.
- Report all near misses, dangerous occurrences, and incidents immediately.
- Assist in preparing incident reports.
- Ensure awareness of internal QHSE alerts and assist in taking corrective actions.
- Assist in assessing and executing QHSE training requirements.
Requirements & Tech Stack
- CAFM system
- Computer-Aided Facility Management (CAFM)
- Quality, Health, Safety, and Environment (QHSE)
Qualifications
- Bachelor's degree or diploma in Business Administration, Facility Management, or a related field.
- 0-2 years of experience in Customer Service, Call Center Operations, or Facility Management.
- Good communication and analytical skills.
- Prior experience in QHSE coordination or compliance monitoring is highly desirable.