Customer Service Executive – Voice / Chat / Blended

Job Title: Customer Service Executive
Process: Voice / Chat / Blended
Experience: 0–5 Years
Employment Type: Full-Time
Work Mode: Work From Office
Shift: Rotational / As per business requirement

Job Overview

We are looking for customer-focused and communication-savvy Customer Service Executives to join our team. The selected candidates will be responsible for assisting customers, resolving queries, providing accurate information, and ensuring a positive customer experience through voice calls, chat, or blended channels.

Key Responsibilities

• Handle customer queries through inbound/outbound voice calls, live chat, or blended channels.
• Understand customer concerns and provide accurate and timely resolutions.
• Maintain a professional and courteous communication style.
• Resolve complaints and service-related issues effectively.
• Follow defined SOPs, quality standards, and process guidelines.
• Maintain accurate customer and interaction records.
• Meet daily/weekly/monthly performance targets.
• Escalate complex issues to the appropriate team when required.
• Ensure high levels of customer satisfaction and first-contact resolution.
• Follow data privacy, security, and compliance requirements.

Candidate Requirements

• Graduate / Undergraduate with relevant experience.
• Excellent verbal and written communication skills.
• Good English communication skills.
• Comfortable handling customers over phone and/or chat.
• Basic computer and internet skills.
• Ability to multitask and work under pressure.
• Strong problem-solving and listening skills.
• Willingness to work in rotational shifts, including weekends if required.
• Customer service, BPO, contact center, or international process experience will be an advantage.

Process-Specific Requirements

Voice Process

• Strong verbal communication and active listening.
• Ability to confidently handle customer calls.
• Clear pronunciation and professional call etiquette.

Chat Process

• Excellent written English.
• Fast and accurate typing skills.
• Ability to handle multiple chats while maintaining quality.

Blended Process

• Comfortable handling both voice and non-voice interactions.
• Ability to switch between calls, chats, emails, and other customer channels.
• Strong multitasking and time-management skills.

Key Performance Indicators

• Customer Satisfaction (CSAT)
• Quality Score
• Average Handling Time (AHT)
• First Contact Resolution (FCR)
• Adherence / Attendance
• Productivity
• Response Time

What We Offer

• Competitive salary package
• Performance-based incentives
• Structured training and onboarding
• Career growth opportunities
• Professional and supportive work environment

Interested candidates can share their updated CV for consideration.