Customer Service Executive

Essilor; Gurugram District; On-site; INR 300,000 - 420,000; Full time

Job summary

Essilor India in Gurugram seeks a customer service professional to manage high volumes of calls, identify needs, and provide accurate information using SAP and Freshdesk. You will log interactions, process orders, and ensure timely resolution while following established policies.

The role emphasizes strong communication, active listening, and the ability to adapt to various customer personalities, with focus on satisfaction and compliant procedures.

Qualifications

• Excellent phone etiquette and active listening to assess customer needs.
• Proficient in CRM systems and order creation processes.
• Ability to multi-task, prioritize and manage time effectively.

Responsibilities

• Manage large numbers of incoming phone calls.
• Identify and assess customer needs to achieve satisfaction.
• Provide accurate, valid and complete information using the right methods/tools.
• Handle customer complaints, provide solutions and follow up for resolution.
• Keep records of customer interactions and process accounts and documents.
• Follow communication procedures, guidelines and policies.

Skills

Strong phone contact handling

Active listening

Customer orientation

Time management

Education

Graduate

Postgraduate

Tools

SAP

Freshdesk

Job description

Responsibilities

• Manage large numbers of incoming phone calls
• Identify and assess customers needs to achieve satisfaction
• Provide accurate, valid and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies

Requirements and skills

• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices.
• Customer Orientation and ability to adapt/respond to different types of characters
• Ability to multi-task, prioritize, and manage time effectively
• Graduate and Postgraduate
• Knowledge Of SAP and order creation
• Knowledge Of Customer service system Freshdesk