Customer Service Executive

Lamina Research Center; Kolkata District; Sur place; INR 250 000 - 350 000; Plein temps

Résumé du poste

Lamina Research Center in Kolkata is seeking a Customer Service Executive to connect with customers, provide information on products and services, and resolve queries across phone, email, and live chat.

The role emphasizes building positive relationships, handling orders, returns, and upselling where appropriate, with a focus on accurate data entry and timely follow-up to ensure customer satisfaction.

Qualifications

• Excellent verbal and written communication skills.
• Problem-solving ability with a Customer-first approach.
• Empathy and patience to de-escalate situations.
• Active listening to understand customer needs.
• Time management to handle multiple inquiries across channels.
• Familiarity with CRM software and help desk tools.
• Bachelor's degree or higher preferred; relevant experience is a plus.

Responsabilités

• Provide knowledge of Product and Services to inbound call and generate appointment.
• Respond to customer inquiries via phone, email, or live chat in a timely and professional manner.
• Resolve customer complaints and issues, and escalate where needed.
• Record customer interactions and transactions in a customer service database.
• Maintain a thorough knowledge of the company's products, services, and processes.
• Provide customers with information about product features, pricing, and availability.
• Cross-sell and upsell products and services to meet customer needs and increase sales.
• Process customer orders, returns, and exchanges in a timely and efficient manner.
• Follow up with customers to ensure their needs have been met and to resolve any outstanding issues.

Connaissances

Communication

Problem solving

Empathy

Active listening

Time management

CRM software

Relevant experience

Formation

UG: Any Graduate

PG: Any Postgraduate

Description du poste

A customer service executive (CSE) is a professional who acts as the primary point of contact between an organization and its customers. They provide information about products or services, address and resolve customer issues, and help build positive customer relationships. The role is crucial for a company's reputation and customer retention, and an executive's responsibilities can be adapted for phone, email, live chat, or in-person communication.

Key Responsibility

• Provide knowledge of Product and Services to in bound call and generate appointment.
• Respond to customer inquiries via phone, email, or live chat in a timely and professional manner
• Resolve customer complaints and issues, and escal
• Record customer interactions and transactions in a customer service database
• Maintain a thorough knowledge of the company's products, services, and processes
• Provide customers with information about product features, pricing, and availability
• Cross-sell and upsell products and services to meet customer needs and increase sales
• Process customer orders, returns, and exchanges in a timely and efficient manner
• Follow up with customers to ensure their needs have been met and to resolve any outstanding issues

Role: Customer Service Executive

Industry Type: Nutrition & Wellness

Department: Customer Service & Operations

Employment Type: Full Time, Permanent

Role Category: Customer Success, Service & Operations - Other

Education

UG: Any Graduate

PG: Any Postgraduate

Essential skills and qualifications

To excel in the role, a CSE typically needs a combination of soft and technical skills.

• Communication: Excellent verbal and written communication skills are essential for explaining complex information and conveying a professional, empathetic tone.
• Problem-solving: The ability to think critically and creatively to find effective and efficient solutions for customers.
• Empathy and patience: Understanding and connecting with a customer's emotions is key to de-escalating tense situations and providing personable support.
• Active listening: Paying full attention to a customer's concerns to ensure their issues are understood and that they feel valued.
• Time management and multitasking: The capacity to efficiently handle a high volume of inquiries across different channels while prioritizing tasks effectively.
• Technical proficiency: Familiarity with CRM software, help desk systems, and other communication tools is often required.
• Relevant experience or education: While many entry-level positions are available, a bachelor's degree in a related field or a few years of experience can be beneficial.