Customer Service Executive

Code Work It Solutions; Chennai; On-site; INR 300,000 - 600,000; Full time

Job summary

Code Work It Solutions in Chennai is seeking a customer service professional to handle queries across email, phone, live chat, and ticketing, delivering accurate solutions and a positive experience.

You will mentor interns on processes, tools, and communication standards, collaborate with Sales and Product teams, and strive to resolve issues at first contact while maintaining KPI targets. Knowledge of CRM/ticketing tools and strong English communication are required.

Qualifications

• 1-3 years in Customer Service, Support or similar roles.
• Excellent English written and spoken communication.
• Experience handling queries via email, phone, chat, or ticketing systems.
• Familiarity with CRM/help desk/live chat tools.
• Strong problem solving and multitasking abilities.
• Ability to train/mentor interns or junior members.
• Comfortable learning new software platforms.
• Graduate degree in any discipline preferred.

Responsibilities

• Handle queries through email, phone, live chat, and ticketing platforms.
• Provide accurate, timely solutions and a positive customer experience.
• Mentor interns on processes, tools, and communication standards.
• Collaborate with Sales, Operations, Product, and Technical Support teams.
• Escalate complex issues to internal teams when needed.
• Maintain records of customer interactions in CRM/help desk systems.
• Meet customer service KPIs such as response and resolution times.

Skills

Verbal communication

Written communication

Customer-first mindset

Empathy and patience

Problem solving

Multitasking

Documentation skills

Team collaboration

Ownership and accountability

Mentoring interns

Education

Graduate degree

Tools

Zendesk

Zoho Desk

Salesforce Service Cloud

Intercom

CRM tools

Job description

Job Summary

Handle customer queries, resolve issues efficiently, provide accurate information, and deliver a positive customer experience across multiple communication channels. Guide and mentor interns on customer service processes, tools, and communication standards.

Key Responsibilities

• Handle customer queries through email, phone, live chat, and ticketing platforms
• Understand customer concerns and provide clear, accurate, and timely solutions
• Handle customer complaints professionally with empathy and patience
• Identify customer needs and recommend appropriate solutions based on product and service knowledge
• Resolve customer issues at the first point of contact wherever possible
• Escalate complex issues to the appropriate internal teams
• Maintain accurate records of customer interactions and resolutions in CRM or help desk systems
• Follow up with customers to ensure timely resolution and customer satisfaction
• Collaborate with Sales, Operations, Product, and Technical Support teams to resolve customer issues
• Identify recurring customer concerns and share feedback for process and product improvements
• Meet customer service KPIs including response time, resolution time, customer satisfaction, and ticket closure
• Maintain up-to-date knowledge of products, services, policies, and processes
• Train, guide, and support interns on customer service processes, product knowledge, communication standards, and support tools
• Provide constructive feedback to interns and assist in improving their customer handling and problem-solving skills
• Assist in creating and updating FAQs, SOPs, training materials, and knowledge-base content

Key Skills Competencies

• Excellent verbal and written communication skills
• Strong customer service and customer-first mindset
• Empathy, patience, and professionalism when handling difficult situations
• Strong problem-solving and analytical abilities
• Ability to manage multiple customer queries efficiently
• Strong attention to detail and documentation skills
• Good teamwork and cross-functional collaboration
• Ability to take ownership of customer issues through resolution
• Ability to train, mentor, and provide constructive feedback to interns or junior team members

Preferred Technical Knowledge

• Help Desk / Ticketing: Zendesk, Zoho Desk, Help Scout, Front
• CRM: Salesforce Service Cloud, HubSpot, Zoho CRM
• Live Chat: Intercom, LiveChat, Zoho SalesIQ
• Cloud Telephony / VoIP: Talkdesk, Aircall, Genesys Cloud
• Knowledge Management: Notion, Confluence, Document360
• AI Copilot Tools: ChatGPT Enterprise, Salesforce Einstein, Zoho Zia

Qualifications Experience

• 1-3 years of experience in Customer Service, Customer Support, Customer Success, or a related role
• Excellent English communication skills, both written and verbal
• Experience handling customer queries through email, phone, chat, or ticketing systems
• Familiarity with CRM, help desk, live chat, or customer support tools
• Strong problem-solving and multitasking abilities
• Ability to train, mentor, and support interns or junior team members
• Comfortable working with technology and learning new software platforms
• Graduate degree in any discipline is preferred

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.