Customer Service Executive (CSO)

About the role

The Customer Service Executive (CSO) is responsible for delivering exceptional service by handling customer inquiries across multiple channels, resolving issues, and ensuring satisfaction. This role supports business objectives through effective communication and problem‑solving.

Key responsibilities

• Respond to customer inquiries via phone, email, and chat promptly and professionally.
• Handle complaints, provide appropriate solutions, and follow up to ensure resolution.
• Build and maintain strong customer relationships by delivering a positive experience.
• Identify and resolve customer issues efficiently while adhering to company policies.
• Coordinate with internal teams (sales, logistics, finance, etc.) to resolve escalated issues.
• Maintain detailed records of interactions, issues, and resolutions in the CRM system.
• Process and track customer orders, ensuring accurate and timely delivery.
• Keep customers informed about order status and address delivery concerns.
• Gather and record customer feedback to improve services and satisfaction.
• Prepare regular reports on service metrics such as response time, resolution rate, and satisfaction.
• Stay up‑to‑date on the company’s products and services to provide accurate information.
• Educate customers about new products, services, and promotions.
• Collaborate with the customer service team to develop best practices and improve workflows.
• Participate in training programs to enhance service skills and knowledge.

Required profile

• Bachelor’s degree in business, communications, or a related field preferred.
• 2+ years of experience in customer service or a related role.
• Proficiency with CRM software (e.g., Salesforce) and MS Office.
• Ability to work in a fast‑paced environment and manage multiple tasks.
• Positive attitude and composure under pressure.

Required skills

• Salesforce
• MS Office