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Customer Service Executive
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The Call Center Executive is responsible to attend and respond to basic and typical customer inquiries and questions regarding the services, which ZAJEL provides.
- Follows appropriate telephone etiquette (greeting and welcome, customer name, protocol before putting user on hold, tone of voice, offering more help, ending the call) to support and provide personalized customer service of the highest order
- Supports and provides customer service via phones and/or chat ensuring effective resolution of customer's concerns in the quickest possible manner
- Handles typical customer queries which include consistent problem areas and requires the jobholder to possess good knowledge of the services of the organization
- Listens and understands customer's concerns; provides required guidance and information using the available resources
- Ensures complete control of the call by managing difficult customer situations, responding promptly to the needs of the customers; identifies and escalates issues as and when required
- Refers customers to published materials or more senior associates in case of unresolved issues
- Completes either paper or electronic forms
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