Customer Service Executive

Fabindia; Faridabad District; On-site; INR 180,000 - 240,000; Full time

Job summary

Fabindia is seeking a Customer Service Executive to handle online customer interactions via phone, ensuring a superior shopping experience.

The role requires 1-2 years of voice-based customer service, strong English communication, and proficiency in MS Word/Excel. You will manage records, follow up on requests, and coordinate with internal teams to resolve issues promptly.

Qualifications

• 1-2 years of work experience in customer service in voice process.
• Basic MS Word and Excel knowledge.
• Excellent English communication skills (spoken & written).
• Effective time management to meet objectives and resolve issues.
• Ability to close issues promptly.
• Excellent customer handling skills and critical-thinking mindset.

Responsibilities

• Answer calls professionally and collect details of queries on billing, products or concerns or complaints.
• Record customer interactions and transactions, including inquiries, complaints and comments.
• Follow up to ensure actions are taken on customer requests.
• Escalate grievances to relevant departments within defined TAT.
• Adhere to department processes and ensure compliance.
• Prepare MIS and reports daily, weekly, fortnightly and monthly.

Skills

MS Word

Excel

English communications

Time management

Customer handling

Problem solving

Education

Any Graduate

Job description

" JOB TITLE: Customer Service Executive

FUNCTIONAL AREA: E-Commerce / Retail Industry (preferably fashion brands)

REPORTS TO: Senior Manager

OBJECTIVE: (Brief on positions objective) To handle Fabindia customers for Online Business on Phone inorder to provide superior customer experience

KEY RESPONSIBILITIES:

Customer Service

• To answer calls professionally, obtain details of queries on billing, products or concerns or any other complaints.


• To keep records of customer interactions and transactions, recording details of inquiries, complaints and comments.


• Follow up to ensure that appropriate actions are taken on customer's requests.


• To elevate customer grievances, special requests, unresolved complaints internally and to the concerned departments for further resolution within defined TAT


• Adherence to Process


• To ensure that processes laid down for the department are being adhered to while performing duty at the work place


• MIS and reporting o To ensure that various reports are provided as per the timelines, daily, weekly, fortnightly and monthly

JOB SPECIFICATION: (QUALIFICATIONS/KNOWLEDGE/EXPERIENCE)

• Years of Functional Experience: 1 - 2 years of work experience in Customer service in voice process


• Degree/Diploma: Any Graduate

Knowledge & Skills:

• Basic MS Word and Excel knowledge


• Excellent English communication skills fluency in speaking and writing


• Effective time management to accomplish objectives and resolving issues/challenges in an orderly and systematic approach


• Ability to close issues promptly


• Excellent customer handling skills and critical-thinking mindset .

COMPETENCIES REQUIRED: (includes behavioural and functional competency)

a. FOCUS ON RESULTS:

• Shows passion for excellence & seeks opportunities to continuously improve organizational processes and outcomes for overall growth of organization


• Meets functional & companys goals through a positive collaboration and cross functional alignment

b. INNOVATION & OPENNESS TO LEARNING:

• Demonstrates a commitment to continuous learning by honing new skills related and unrelated to job


• Works to create novel but implementable systems/processes

c. CUSTOMER FOCUS:

• Creates & evaluates systems basis customers/stakeholders feedback and assess satisfaction


• Develops partnerships with external and internal customers and acts as a trusted advisor


• Commits significant resources and/ or time to improve performances or try something new and may push own management to provide Customer Delight "

d. ENTREPRENEURIAL & STRATEGIC ORIENTATION:

• Takes personal ownership in companys success and communicates a compelling vision and pride in the work of the company

e. PLANNING & ANALYSIS:

• Maintains an awareness of the interrelationships among multiple activities in an area or project, planning work assignments and resource allocation accordingly


• Involves team in planning process and making it participative and collaborative

h. TEAMWORK

Values opinions and ideas and gives recognition to the contributions/ constraints of people from other functional areas and uses them to create win- win solutions

Listens to all points of view and is open in sharing ideas and seeking help, looking for alternative ways to work with others to create better results

Shows flexibility and willingness to encourage conflicting views and resolving differences, is sensitive to the impact of conflicts on relationships and view conflict as an opportunity towards improved working