Customer Service Executive

Al Shirawi Facilities Management; Mumbai; On-site; INR 260,000 - 380,000; Full time

Job summary

TRANS ATLANTIC CONSULTANTS PVT. LTD. in Mumbai is seeking a Customer Service Executive to manage inbound customer calls, deliver high-quality service, log requests in the CAFM system, and generate aging and performance reports.

The role supports site QHSE compliance and incident reporting, requiring attention to detail and strong communication. You'll handle call routing, escalation, follow-up and coordination with internal teams, ensure timely closure of service requests, and assist in

Qualifications

• Bachelor’s degree or diploma in Business Administration, Facility Management, or related field.
• 0–2 years in Customer Service, Call Center Operations, or Facility Management.
• Experience in QHSE coordination or compliance is desirable.

Responsibilities

• Handle inbound customer calls and deliver professional service per company standards.
• Route calls, prioritize issues, and perform necessary follow-up to ensure resolution.
• Log requests in CAFM and validate/close service records.
• Prepare aging and trend reports for senior management.
• Support QHSE compliance and incident reporting at the site.

Skills

Inbound calls

Customer service

Complaint resolution

Call routing

Issue escalation

Follow-up

CAFM system

Reporting

QHSE coordination

Risk assessment

Incident reporting

Training execution

Education

Bachelor's degree or diploma in Business Administration

Facility Management or related field

Tools

CAFM system

Job description

The Customer Service Executive is responsible for managing inbound customer calls, delivering high-quality customer service, logging and tracking requests in the CAFM system, generating operational/aging reports, and supporting site/departmental Quality, Health, Safety, and Environment (QHSE) compliance and incident reporting.

Job location: Mumbai (TRANS ATLANTIC CONSULTANTS PVT. LTD.

Working days: 5 days a week

Work timings: Rotating shifts (7 am to 5 pm; 11am to 9 pm and 9pm to 7 am)

1. Customer Relationship & Support Management

• Inbound Call Handling: Answer inbound calls professionally and assist customers with specific inquiries per company standards.
• Customer Service Excellence: Provide personalized customer service to the highest level and build customer interest in company products and services.
• Complaint Resolution: Handle and resolve customer complaints effectively while advocating for customer satisfaction.

2. Workflow Routing & Issue Escalation

• Call Routing: Route customer calls to appropriate internal departments and resources efficiently.
• Issue Prioritization: Identify and elevate priority issues to senior management/execution teams.
• Follow-up: Conduct necessary follow-up calls with customers to ensure issue resolution and closure.

3. CAFM System & Performance Reporting

• Call & Request Logging: Accurately log all customer calls and requests in the Computer-Aided Facility Management (CAFM) system.
• Service Request Validation & Closure: Validate service reports from the execution team and close service requests logged in CAFM.
• Reporting & Trend Analysis: Prepare reports on customer calls, circulate aging reports to the Execution Team, and report trend analyses to senior executives.

4. Quality, Health, Safety & Environment (QHSE) Compliance

• QHSE Management System Support: Assist site and departmental managers in executing day-to-day site QHSE requirements and implementing the QHSE management system to achieve organizational goals.
• Departmental & Resource Coordination: Coordinate with the QHSE Department for site-related issues and secure necessary resources for the workgroup.
• Risk Assessment & Meetings: Participate in site QHSE meetings and participate in site-level hazard identification and risk assessment teams.
• Incident & Near-Miss Reporting: Report all near misses, dangerous occurrences, and incidents immediately; assist the team in preparing incident reports.
• Internal Alerts & Corrective Actions: Ensure all workers under management are aware of internal QHSE alerts, and assist managers in taking corrective actions upon nonconformance identification.
• Training Execution: Assist the site/departmental manager to assess and execute QHSE training requirements.

Preferred Experience & Education

• Bachelor's degree or diploma in Business Administration, Facility Management, or a related field.
• 0-2 years of experience in Customer Service, Call Center Operations, or Facility Management.
• Prior experience in QHSE coordination or compliance monitoring is highly desirable