Executive II

About the Role

We are looking for a proactive and customer-focused Executive to manage customer interactions across calls, emails, and chats. You will be the first point of contact for Navi customers, responsible for delivering accurate, empathetic, and timely support. The role requires strong communication skills, attention to detail, and a commitment to ensuring high levels of customer satisfaction across all touchpoints.

Key Responsibilities

• Handle customer queries through inbound/outbound calls, emails, and live chat.
• Provide clear, accurate information about our products and services.
• Troubleshoot common issues, provide first-level resolutions, and escalate complex cases as needed.
• Handle escalations and make timely escalation callbacks to ensure issue closure.
• Ensure compliance with company policies during all customer interactions.
• Maintain accurate documentation of customer communications.
• Remain flexible to support different channels based on business needs.
• Flexibility to work rotational shifts, including weekends, holidays, and extended hours during peak periods.

Requirements & Tech Stack

• Fluency in English and Hindi, with excellent written English communication skills.
• Strong typing speed and accuracy.
• Ability to manage customer interactions across calls, emails, and chat channels.
• Customer-first mindset with strong problem-solving skills.
• High attention to detail and a commitment to delivering quality service.
• Excellent interpersonal skills and the ability to communicate clearly and empathetically.
• A collaborative and proactive team player with a strong sense of ownership.
• Preferred tools: CRM platforms like Freshdesk or Zendesk, and Google Sheets for tracking and reporting.

Qualifications

• Bachelors degree or equivalent diploma in any discipline.