Customer Experience Executive

Bridgestone Americas; Bengaluru Urban; On-site; INR 300,000 - 420,000; Full time

Job summary

Bridgestone Americas in Bengaluru seeks a Customer Service Agent to own every service event from creation to closure, ensuring the customer’s issue is fully resolved and accurately documented.

The role emphasizes accountability, proactive follow-ups, precise attendance, and thorough hand-offs during escalations, with collaboration across support teams to uphold quality and process standards.

Responsibilities

• Own every service event from creation to closure and ensure issue is completely resolved and accurately documented.
• Take ownership of all promised follow-ups and maintain timely updates in the system.
• Escalate and hand off with comprehensive context when needed, while preserving ownership.
• Maintain schedule adherence, attendance accuracy, and compliance with policies.

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.