Senior Customer Service Executive

About the Role

We are looking for an experienced and proactive Senior Customer Service Executive to manage customer inquiries, support key accounts, and ensure smooth coordination between internal teams. The ideal candidate will handle escalations, improve service processes, and enhance overall customer satisfaction.

Key Responsibilities

• Manage and resolve escalated customer queries professionally and promptly.
• Coordinate with sales, operations, logistics, and production teams for smooth order processing.
• Maintain strong relationships with key customers and provide regular updates.
• Monitor service performance and ensure high-quality standards.
• Analyze recurring customer issues and recommend process improvements.
• Prepare daily/weekly service reports and maintain accurate records.
• Train and support junior customer service staff when required.
• Ensure timely follow-up with customers until full closure of issues.

Requirements

• Bachelor’s degree or equivalent.
• Minimum 2-3 years of customer service experience (preferably in industrial/manufacturing).
• Strong communication and problem-solving skills.
• Proficiency in MS Office (Word, Excel, Outlook).
• Experience using CRM or ERP systems is an advantage.
• Ability to work under pressure and manage multiple tasks.

Job Type: Full-time