Executive

ExlService Holdings, Inc.; Pune District; On-site; INR 240,000 - 360,000; Full time

Job summary

ExlService Holdings, Inc. in Pune, India is hiring for a Customer Support Specialist to handle voice, chat, and email interactions. You will assist customers with orders, deliveries, returns, refunds, and account inquiries, ensuring accurate resolutions and high levels of service.

The role requires 0-3 years of experience and a Diploma, with a focus on empathy and clear communication. Responsibilities include meeting CSAT and service targets, maintaining records in CRM, and collaborating with

Qualifications

• Excellent verbal and written communication in English.
• Strong customer service mindset with empathy and professionalism.
• Ability to communicate confidently across voice, chat, and email channels.
• Strong problem-solving and decision-making skills.
• Excellent typing speed and computer proficiency.
• Ability to multitask and navigate multiple applications simultaneously.
• Strong attention to detail and accuracy.
• Adaptability to a fast-paced, dynamic environment.
• Team player with a positive attitude and willingness to learn.

Responsibilities

• Handle customer interactions across voice, chat, and email channels.
• Assist customers with queries related to orders, deliveries, returns, refunds, exchanges, payments, product information, promotions, and account management.
• Deliver a consistent, high-quality customer experience by understanding customer needs and providing accurate resolutions.
• Strive to resolve customer concerns during the first interaction wherever possible.
• Maintain accurate and detailed records of all customer interactions using CRM and internal systems.
• Escalate complex or unresolved issues to the appropriate teams while ensuring timely follow-up.
• Meet or exceed individual and team targets for CSAT, Quality, Productivity, Service Levels, and Compliance.
• Stay updated on products, policies, promotions, and process changes to provide accurate information.
• Collaborate effectively with internal departments to ensure seamless issue resolution.
• Adhere to company policies, data security standards, and attendance requirements.

Skills

Verbal communication

Written communication

Customer service

Empathy

Multitasking

Typing speed

Attention to detail

Adaptability

Team player

Education

Higher Education Diploma

Job description

• Experience (In Years) 0-3
• Job Location pune

Job Description

Key Responsibilities

• Handle customer interactions across voice, chat, and email channels in a timely and professional manner.
• Assist customers with queries related to orders, deliveries, returns, refunds, exchanges, payments, product information, promotions, and account management.
• Deliver a consistent, high-quality customer experience by understanding customer needs and providing accurate resolutions.
• Strive to resolve customer concerns during the first interaction wherever possible.
• Maintain accurate and detailed records of all customer interactions using CRM and internal systems.
• Escalate complex or unresolved issues to the appropriate teams while ensuring timely follow-up.
• Meet or exceed individual and team targets for Customer Satisfaction (CSAT), Quality, Productivity, Service Levels, and Compliance.
• Stay updated on products, policies, promotions, and process changes to provide accurate information.
• Collaborate effectively with internal departments to ensure seamless issue resolution.
• Adhere to company policies, data security standards, and attendance requirements.

Required Skills

• Excellent verbal and written communication skills in English.
• Strong customer service mindset with empathy and professionalism.
• Ability to communicate confidently across voice, chat, and email channels.
• Strong problem-solving and decision-making skills.
• Excellent typing speed and computer proficiency.
• Ability to multitask and navigate multiple applications simultaneously.
• Strong attention to detail and accuracy.
• Adaptability to work in a fast-paced, dynamic environment.
• Team player with a positive attitude and willingness to learn.

Responsibilities

Set departmental goals, manage budgets, lead cross-functional teams, and ensure compliance with policies.

Qualifications

Higher Education Diploma with 0 - 2 years of relevant experience