Sr. Executive – Customer Engagement

Latinem Private Limited; Hyderabad; On-site; INR 400,000 - 700,000; Full time

Job summary

Latinem Private Limited in Hyderabad is seeking a Sr. Executive – Customer Engagement to manage customer interactions across calls, emails, and other channels.

You will deliver clear, polite responses and strive to resolve queries at first point of contact while protecting the company's image. You will handle leads in Salesforce, follow set TAT, work with cross-functional teams to resolve issues, analyze data to improve processes, and ensure adherence to quality and documentation standards for

Qualifications

• Primary skills include customer relationship management and clear verbal and written communication.
• Secondary skills include strong analytical abilities and problem-solving.
• Experience with customer interactions across multiple channels is expected.

Responsibilities

• Handle customer inquiries, complaints, and requests through calls, emails, and other channels.
• Solve customer queries at the first point of contact to build good customer relationships.
• Handle leads in Salesforce, manage customer queries and ensure proper disposition of leads as per process.
• Give clear, correct, and polite responses to build and protect the company's image with customers.
• Follow the set TAT for answering and closing customer queries.
• Work with cross functional teams to resolve customer queries/complaints and internal issues.
• Analyse and validate data regularly and find ways to improve day-to-day work to improve the operations of the process.
• Ensure proper adherence with the predefined quality and documentation standards to ensure the effective communication with the clients.

Skills

Customer Relationship Management

Verbal & Written Communication

Analytical Skills

Problem-solving

Job description

Job Title: Sr. Executive – Customer Engagement

Role & responsibility

Primary Skills: - Customer Relationship Management / Excellent Verbal & Written Communication

Secondary Skills: Strong analytical Skills / Problem-solving abilities

• Handle customer inquiries, complaints, and requests through calls, emails, and other channels.
• Solve customer queries at the first point of contact to build good customer relationships.
• Handle leads in salesforce, manage customer queries and ensure proper disposition of leads as per process.
• Give clear, correct, and polite responses to build and protect the company's image with customers.
• Follow the set TAT (turnaround time) for answering and closing customer queries.
• Work with cross functional teams to resolve customer queries/complaints and internal issues
• Analyse and validate data regularly and find ways to improve day-to-day work to improve the operations of the process
• Ensure proper adherence with the predefined quality and documentation standards to ensure the effective communication with the clients.