Senior Customer Executive

Hema's Enterprises; Chennai District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Hema's Enterprises is seeking a Senior Customer Obsession professional to manage customer interactions and drive an excellent experience. The role focuses on handling queries, resolving concerns, coordinating with teams, and building lasting customer relationships.

You will maintain records, strive for fast resolutions, and help improve processes based on customer feedback. Strong communication and ownership are essential for success.

Qualifications

• Excellent verbal and written communication skills.
• Strong customer handling and relationship management abilities.
• Good problem-solving and conflict-resolution skills.
• Ability to take ownership and work independently.
• Strong interpersonal skills with a customer-first mindset.

Responsibilities

• Handle customer queries through appropriate communication channels in a professional and timely manner.
• Understand customer concerns and provide accurate information and effective resolutions.
• Take ownership of customer issues and ensure they are resolved within the required timelines.
• Escalate complex or unresolved issues to the relevant internal teams and follow up until closure.
• Maintain clear and accurate records of customer interactions, queries, complaints, and resolutions.
• Coordinate with internal teams to improve response times and overall customer experience.
• Identify recurring customer issues and provide feedback to management for process improvement.
• Ensure a high level of customer satisfaction through prompt, empathetic, and solution-oriented communication.
• Handle challenging customer situations calmly and professionally.
• Support the team in achieving customer service and experience-related targets.

Skills

Excellent communication

Customer handling

Problem-solving

Ownership

Interpersonal skills

Multi-channel communication

CRM basics

Tools

CRM Software

Job description

Role Overview

We are looking for a customer-focused and proactive Senior Customer Obsession professional to manage customer interactions and ensure an excellent customer experience. The role involves handling customer queries, resolving concerns, coordinating with relevant teams, and building strong relationships with customers.

Key Responsibilities

• Handle customer queries through appropriate communication channels in a professional and timely manner.
• Understand customer concerns and provide accurate information and effective resolutions.
• Take ownership of customer issues and ensure they are resolved within the required timelines.
• Escalate complex or unresolved issues to the relevant internal teams and follow up until closure.
• Maintain clear and accurate records of customer interactions, queries, complaints, and resolutions.
• Coordinate with internal teams to improve response times and overall customer experience.
• Identify recurring customer issues and provide feedback to management for process improvement.
• Ensure a high level of customer satisfaction through prompt, empathetic, and solution-oriented communication.
• Handle challenging customer situations calmly and professionally.
• Support the team in achieving customer service and experience-related targets.

Required Skills & Qualifications

• Excellent verbal and written communication skills.
• Strong customer handling and relationship management abilities.
• Good problem-solving and conflict-resolution skills.
• Ability to take ownership and work independently.
• Strong interpersonal skills with a customer-first mindset.
• Ability to manage multiple customer queries simultaneously.
• Basic knowledge of CRM or customer support tools will be an added advantage.
• Previous experience in customer service, customer support, customer success, or a similar role is preferred.

Experience

23 years of relevant experience in customer handling, customer support, customer success, or customer experience.