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Customer Service Executive Job Description and Profile

The document outlines the responsibilities and requirements for a Customer Service Executive role. The executive is responsible for defining a customer service strategy, which includes training employees, maintaining quality control, and standardizing procedures. Key duties are handling customer inquiries, resolving issues, escalating unresolved issues, and developing staff. Desired skills are strong communication, ability to handle multiple projects, and motivating teammates. The recruitment process involves identifying job openings, locating qualified candidates, encouraging applications, and evaluating effectiveness.

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Joydeep Pal
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1K views5 pages

Customer Service Executive Job Description and Profile

The document outlines the responsibilities and requirements for a Customer Service Executive role. The executive is responsible for defining a customer service strategy, which includes training employees, maintaining quality control, and standardizing procedures. Key duties are handling customer inquiries, resolving issues, escalating unresolved issues, and developing staff. Desired skills are strong communication, ability to handle multiple projects, and motivating teammates. The recruitment process involves identifying job openings, locating qualified candidates, encouraging applications, and evaluating effectiveness.

Uploaded by

Joydeep Pal
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Customer Service Executive Job Description and Profile

Customer Service Executives are accountable for formulating resolution and response in a timely and accurate manner and providing excellent customer services. Their main responsibility is to define a customer service strategy of the organization. This strategy includes using training, technology, developing, and improving employees skills, maintaining consistent quality control, standardizing procedures and policies, and establishing expectations of customer service.

Duties and Responsibilities


Maintaining customers focus on all times and answering to customers enquiries using the standard guidelines. Taking ownership of complaint and queries and proactively following through to resolution. Making ensure that all customers queries are well-investigated and resolved, and escalating queries if appropriate to supervisor. Assisting management and Team Manger with any assigned special projects and providing backup to the team manager when required. Maintaining working cognition of each customer service process for various market segments and communicating issues to team manager. Developing and mentoring new staff to satisfy customer service requirements. Maintaining professional strong working relationship with external and internal customers, colleagues, and customer service management. Supporting decisions made by customer service management and conveying positively to reinforce the team members. Identifying and escalating consistent or recurring problems with the systems functionality. Assisting in improving and monitoring procedures and processes to ensure the costeffective and the most efficient service. Assisting in preparing and developing the documentation of the organizations standard policies and procedures towards customer service.

Skills and Specifications


Willingness to discover and develop. Friendly, polite and tactful attitude. Excellent communication and good presentation skills. Ability to cope up with multiple projects and deadlines. Ability to motivate and energize the fellow team members. Ability to tackle with diverse customers.

Education and Qualifications


General education degree from an accredited institution. High school diploma. Experience in Customer Service activities.

Process of Recruitment
The process consists of the following steps: Recruitment generally begins when the human resources department receives requisitions for recruitment from any department of the company. The human resource requisitions contain details about the position to be filled, number of persons to be recruited, the duties to be performed, qualifications required from the candidate, terms and conditions of employment and the time by which the person should be available for appointment etc. Locating and developing the sources of required number and type of employees.

Identifying the prospective employees with required characteristics.

Communicating the information about the organization, the job and the terms and conditions of service.

Encouraging the identified candidates to apply for jobs in the organization. Candidates to apply for apply for jobs in the organization.

Evaluating the effectiveness of recruitment process.

SOURCES

Selection Process

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