Customer Experience Executive

Bridgestone Americas; Bengaluru; On-site; INR 268,000 - 469,000; Full time

Job summary

Bridgestone Americas in Bengaluru seeks a dedicated Customer Service Agent to own every service event from creation to resolution. You will manage phone and webform inquiries, ensure thorough documentation, and uphold quality and compliance while meeting defined SLAs.

You will coordinate with ENS, Shift Lead, QA, and team members, take full accountability for follow-ups, maintain attendance and schedule adherence, and drive timely, accurate hand-offs during escalations.

Responsibilities

• Ownership of Issue Resolution
• Agent is the primary owner of every service event (phone/webforms) and holds full accountability for event resolution and closure
• Support functions act only as secondary support and never replace Agent ownership
• In case of miss, error, complaint, or audit finding, the Agent is the first responsible
• Follow-Ups: Agent must take ownership of all promised follow-ups until completed and updated
• Track and manage the follow-up schedule to ensure timely execution of commitments
• Ensure all updates and progress are accurately documented in the system
• In case of any missed follow-up, Agent is primary; supports only as secondary
• Quality & Compliance: Deliver interactions that meet or exceed quality expectations and follow SOPs
• Accurately document all service events; accountability for documentation
• Productivity & Efficiency: Maintain targets for service events and adhere to SLAs
• Maintain response times and handling durations within defined service levels
• Schedule Adherence & Attendance: Follow shifts, login/logout, and breaks as published
• Adhere to the standard 9-hour daily shift (8 productive time + 1 hour break)
• Update attendance (daily, leaves, offs, shift changes) in Keka before cut-off
• Ensure 100% attendance marking compliance; violations lead to corrective action
• Minimize escalations by using knowledge base and floor support
• Provide context and hand-off notes during escalations while maintaining ownership
• Proactive communication to prevent escalations and mitigate business impact
• Demonstrate proficiency in process knowledge tests and related checks
• Complete mandatory trainings on time; knowledge gaps are Agent’s responsibility
• Teamwork & Professionalism: participate in huddles, calibrations, and support for new hires
• Share best practices while maintaining personal accountability for performance

Job description

Primary Objective

Roles and Responsibilities – Customer Service Agent

• Ownership of Issue Resolution
• Agent is the primary owner of every service event (phone/webforms) and holds full accountability for event resolution, ensuring the customer’s issue is completely resolved and accurately documented from the time of creation until full resolution and accurate closure.
• Support functions (ENS, Shift Lead, QA, TL, etc.) act only as a secondary support function and never replace Agent ownership.
• In case of any miss, error, complaint, or audit finding, the Agent is always the first person held responsible.
• Follow-Ups
• Agent must take ownership of all promised follow-ups for service events (phone/webforms) until they are completed and accurately updated.
• Track and manage the follow-up schedule to ensure timely execution of all commitments to the customer.
• Ensure all updates and progress are accurately documented in the system.
• In case of any missed follow-up, the Agent is the primary person responsible; Support functions (ENS, Shift Lead, QA, TL, etc.) act only as a secondary support function and never replace Agent ownership.
• Quality & Compliance
• Deliver interactions that consistently meet or exceed quality expectations.
• Ensure full adherence to process guidelines, standard operating procedures, and quality standards.
• Accurately document all service events; incomplete or incorrect documentation is the Agent’s accountability.
• Productivity & Efficiency
• Achieve and maintain productivity targets for service events (phone/webforms).
• Maintain response times and handling durations within defined service levels without compromising quality or ownership.
• Schedule Adherence & Attendance
• Consistently maintain Schedule Adherence by strictly following the assigned shifts as published in the roster, including exact login/logout and breaks.
• Adhere to the standard 9-hour daily shift structure (8 hours productive time + 1 hour scheduled break entitlement).
• Proactively and accurately update all attendance-records (daily attendance, leaves, planned/unplanned offs, shift-change requests, etc.) in Keka before the stipulated cut-off time every day or as per defined policy.
• Ensure 100% compliance with attendance marking protocols; late markings, unmarked exceptions, or incomplete entries will be treated as non-adherence.
• Accept full personal accountability for any deviation in login/logout timing, extended or unscheduled breaks, no-shows, or failure to update attendance records on time.
• Ensure strict compliance with policies for unplanned absences and no-shows; repeated violations will result in corrective action in accordance with company policy.
• Minimize internal and external escalations by utilizing all available resources, including knowledge base, online tools, and floor support.
• In case of any escalation, provide comprehensive context and accurate hand-off notes while maintaining ownership until formally accepted by the receiver.
• Ensure proactive communication to prevent potential escalations and mitigate any business impact.
• Demonstrate proficiency in process knowledge tests and process related dip-checks consistently.
• Complete all mandatory trainings and updates on time; any knowledge gaps are the Agent’s responsibility.
• Teamwork & Professionalism
• Actively participate in team huddles, calibration sessions, and support for new hires or nesting activities.
• Share best practices while maintaining personal accountability for performance and customer commitments.