Job Summary
We are seeking a dedicated Senior Process Executive - B&L with 1 to 3 years of experience in customer service. The ideal candidate will have a strong background in customer service and a passion for enhancing customer experience offerings. This hybrid role requires rotational shifts and offers an opportunity to make a significant impact on our customer satisfaction and overall business success.
Responsibilities
- Handle customer inquiries and resolve issues efficiently to ensure high levels of customer satisfaction.
- Provide exceptional customer service through various communication channels including phone email and chat.
- Collaborate with team members to identify and implement process improvements that enhance the customer experience.
- Maintain accurate records of customer interactions and transactions ensuring data integrity and confidentiality.
- Analyze customer feedback to identify trends and areas for improvement and provide actionable insights to management.
- Assist in the development and implementation of customer service policies and procedures to ensure consistency and quality.
- Train and mentor junior team members sharing best practices and providing guidance on complex customer issues.
- Monitor and report on key performance indicators (KPIs) related to customer service ensuring targets are met or exceeded.
- Participate in regular team meetings and contribute to discussions on how to improve customer service processes and outcomes.
- Stay up-to-date with industry trends and best practices in customer service and customer experience offerings.
- Utilize customer service software and tools to manage and track customer interactions and resolutions.
- Work closely with other departments to ensure a seamless and integrated customer experience.
- Adapt to rotational shifts and maintain a flexible approach to work schedules to meet business needs.
Qualifications
- Possess strong communication and interpersonal skills to effectively interact with customers and team members.
- Demonstrate proficiency in customer service software and tools ensuring efficient handling of customer inquiries.
- Exhibit problem-solving abilities to address and resolve customer issues promptly.
- Show a keen attention to detail to maintain accurate records and data integrity.
- Have experience in customer service and a passion for enhancing customer experience offerings.
- Display the ability to work collaboratively in a team environment and contribute to process improvements.
- Adapt to rotational shifts and maintain flexibility in work schedules to meet business needs.
Certifications Required
Certified Customer Service Professional (CCSP) or equivalent certification in customer service.
