Job Title
Customer Service Executive (CSE)
Department
Customer Support / Operations / Client Services
Reporting To
Customer Service Manager / Team Leader
Job Summary
A Customer Service Executive is responsible for assisting customers by answering their queries, resolving complaints, providing information about products and services, and ensuring a positive customer experience. The role acts as a bridge between customers and the company.
Key Responsibilities
Customer Support
- Respond to customer inquiries through phone calls, emails, chat, or in-person interactions.
- Provide accurate information regarding products, services, offers, and company policies.
- Guide customers through processes and procedures.
Complaint Resolution
- Listen to customer concerns patiently.
- Investigate issues and provide suitable solutions.
- Escalate complex problems to the appropriate department when necessary.
- Follow up with customers until the issue is resolved.
Record Management
- Maintain customer records and interaction details in the system.
- Update customer information regularly.
- Prepare reports on customer issues and resolutions.
Coordination
- Work closely with Sales, Operations, Technical Support, and Accounts departments.
- Coordinate internally to ensure customer requests are fulfilled on time.
- Assist in processing customer applications and documentation.
Customer Retention
- Build and maintain positive relationships with customers.
- Handle dissatisfied customers professionally.
- Encourage customer loyalty through excellent service.
Daily Activities
A typical day may include:
- Answering customer calls and emails.
- Explaining products and services.
- Updating customer records.
- Tracking pending complaints.
- Coordinating with team members.
- Preparing daily reports.
- Following up with customers.
Required Qualifications
Educational Qualification
- Intermediate (10+2) or Degree
- Any stream can apply
Technical Skills
- Basic Computer Knowledge
- MS Word
- MS Excel
- Email Handling
- Internet Browsing
- Data Entry
Soft Skills
- Good Communication Skills
- Active Listening
- Problem Solving
- Patience
- Time Management
- Customer Handling Skills
Preferred Skills
- Knowledge of CRM software
- Telecalling experience
- Customer support experience
- Local language proficiency (Telugu) and basic English
Working Hours
- Generally 9 AM to 6 PM
- 6-day work week in many companies
- Shift-based schedules may apply in BPOs
Career Growth
Customer Service Executive → Senior CSE → Team Leader → Customer Service Manager → Operations Manager
Salary Range (Andhra Pradesh)
| Experience | Salary |
|---|---|
| Fresher | ₹12,000 – ₹18,000/month |
| 1–2 Years | ₹18,000 – ₹25,000/month |
| 3+ Years | ₹25,000 – ₹40,000/month |
Job Category: customer care
Job Type: Full Time
Job Location: narasaraopeta