Customer Service Executive

Customer Service Executive

A Customer Service Executive will provide information to investors, policy holders, insurers and/or financial advisors, field force, and home office staff.

A Customer Service Executive will receive, evaluate, and answer customer inquiries which are basic and routine. Will also utilize a computerized system for tracking, information gathering, providing information, referrals, routine transactions and/or troubleshooting.

We’ve all needed help from a Customer Service Executive at one time or another, sometimes it’s a cell phone with garbled display, or a lost credit card, or an urgent flight booking. Customer Service Executives are required to answer incoming calls from customers for various reasons- take orders, answer inquiries, resolve complaints and provide information.

Customer Service Executives can be hired by ITeS companies and work for their clients, or by companies themselves. Almost all sectors and industries need customer service executives to handle queries and complaints from their customers.

The Job Role and Responsibilities

A Customer Service Executive needs to be involved in processing a high volume of incoming and outgoing faxes and communicating with clients and managers on job or deadline issues, performing quality checks on troubleshooting of basic equipment problems and Data transference between internal systems.

The other responsibilities of a Customer Service Executive includes:

  • Identify the customers who are, or should be, served by the agency
  • Survey customers to determine the kind and quality of services they want and their level of satisfaction with existing services
  • Post service standards and measure results against them
  • Benchmark customer service performance against the best in business
  • Survey front-line employees on barriers to, and ideas for, matching the best in business
  • Provide customers with choices in both the sources of service and the means of delivery
  • Make information, services, and complaint systems easily accessible; and
  • Provide means to address customer complaints
  • A Customer Service Executive also has to log all incidents accurately, efficiently and comprehensively; assist customers with functional queries and research assistance; work closely with the account teams to provide premium service for our customers; assist in identifying opportunities within accounts; improve client retention through strong customer focus and attention; track progress on outstanding incidents
  • Job Profile of a Customer Service Executive Includes :
  • Filing and administrative duties
  • Preparing Quotation, Follow up with customers
  • Issuing Invoice and Delivery Order
  • Update Customer Database
  • Scheduling of programs 
  • Answer calls professionally to provide information about products and services, take/ cancel orders, or obtain details of complaints.
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. Process orders, forms and applications.
  • Follow up to ensure that appropriate actions were taken on customers’ requests.
  • Refer unresolved customer grievances or special requests to designated departments for further investigation.

Competencies and Skills Required

Customer Service Executive plays a critical role in providing an interface between customers and the client company. ITeS companies look for candidates who have good communications skills, interpersonal skills and can handle stress well. The candidate should possess good listening skills, and the ability to think quickly, to make a recommendation or solution to the customer’s problem. A clear and pleasant speaking voice and fluency in English is also desired. The major skills and competencies that employers look for in a candidate are:

  • Good communications skills
  • Ability to listen and active problem solving skills
  • Good interpersonal skills
  • Ability to handle pressure

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