Executive

EXL; Pune District; On-site; INR 300,000 - 400,000; Full time

Job summary

A leading business consulting firm is seeking a Customer Service Executive in Pune, India. This full-time entry-level role emphasizes maintaining high customer satisfaction and compliance with quality parameters. Responsibilities include effective communication, problem-solving, and negotiation with service providers for optimal solutions. Ideal candidates will have strong English communication skills and a customer-centric approach. This position offers an opportunity to grow within a dynamic environment focused on business development.

Qualifications

• Demonstrated ability to manage customer calls efficiently.
• Strong communication skills in English, both written and spoken.
• Ability to negotiate and provide solutions tailored to customer needs.

Responsibilities

• Ensure calls handled per standard procedures for customer satisfaction.
• Maintain compliance with quality parameters during interactions.
• Resolve customer cases efficiently, adopting a one-call resolution mindset.

Skills

Customer satisfaction

Effective communication

Active listening

Negotiation

Problem-solving

Job description

Customer Service Executive – Customer Service Operations

Responsibilities

• Ensure calls handled per standard and defined procedures, meeting customer satisfaction, lead generation, and efficiency goals.
• Maintain compliance with pre‑defined quality parameters for customer and third‑party interactions.
• Ensure timely and efficient resolution of cases, adopting a one‑call resolution mindset.
• Identify when dispatch escalation to internal support, supervisor, or manager is necessary.
• Focus on customer satisfaction by active listening, accurate need identification, empathy, rapport building, clear communication, and timely dispatch.
• Communicate quickly and efficiently with service providers to secure the fastest and most cost‑effective service.
• Negotiate with providers on ETAs, rates, and service options.
• Comply with company policies and procedures.
• Use effective questioning techniques, including open and closed questions, to obtain the right information.
• Adjust tone, pace, and language to better support and understand the customer.
• Communicate constructively with the next level of support to achieve great outcomes.
• Demonstrate strong, clear, coherent, and comprehensible English speech, including sentence construction, grammar, and pronunciation.
• Understand and comprehend the caller’s needs and requirements.

Seniority Level

• Entry level

Employment Type

• Full‑time

Job Function

• Business Development and Sales

Industries

• Business Consulting and Services