Customer Service Executive

Role: Customer Service Process Associate (Webchat)

Key Responsibilities

• Handle customer enquiries through Voice, Email, and Chat channels.
• Resolve customer issues accurately and efficiently within defined timelines.
• Deliver high levels of customer satisfaction and First Contact Resolution (FCR).
• Manage customer complaints and escalations with complete ownership.
• Maintain accurate records of customer interactions in internal systems.
• Meet quality, productivity, compliance, and customer experience targets.
• Work directly with customers while adhering to project timelines and SLAs.
• Follow Agile ways of working and support continuous improvement initiatives.
• Collaborate with internal teams to ensure prompt issue resolution.
• Ensure adherence to organizational policies and customer service standards.

Requirements & Tech Stack

• Minimum 1-5 years of experience in International Customer Service Operations (Email, Chat, and/or Voice).
• Hands-on experience in Voice, Email & Chat customer service support.
• Experience handling customer enquiries, complaints, and escalations.
• Familiarity with CRM and customer service tools.
• Proficiency in MS Office applications.

Qualifications

• Minimum 15 years of regular, full-time education (10 + 2 + 3).
• Non-technical graduation.
• Must have completed 15 years of regular education.
• Excellent English communication skills (written and verbal).
• Strong listening and questioning skills.
• Customer-centric approach with strong interpersonal skills.
• Analytical thinking and problem-solving ability.
• Attention to detail and accuracy.
• Ability to work in a fast-paced, deadline-driven environment.
• Flexible to work in a 24x7 shift environment.
• Open to working during weekends as per business requirements.

Preferred Qualifications

• Prior experience supporting UK customers.
• Experience in Utilities, Telecom, Banking, Retail, or similar industries.
• Experience working in UK shift hours (BST/GMT).
• Strong coordination and interpersonal skills.
• Exposure to Agile working methodology.
• Prior experience in Webchat, Email Support, and Voice Processes.
• Experience managing customer complaints and service recovery.
• Exposure to customer satisfaction and quality metrics.