nHRMS - n Human Resources & Management Systems
Website:
nhrms.com
Job details:
Job Description – Customer r support Executive
Job Title: Customer Service Executive
Department: Contact Centre / Operations
Reporting To: Customer Service Manager / Team Leader
Job Purpose
The Customer Service Executive is responsible for delivering high-quality customer support by handling customer interactions, accurately logging service requests, providing timely updates, offering first-level technical assistance, and coordinating with internal teams to ensure effective issue resolution and customer satisfaction.
Requirements
Key Result Areas (KRAs) & Responsibilities
1. Customer Interaction & Call Handling
• Handle inbound and outbound customer calls professionally, courteously, and empathetically.
• Understand customer concerns clearly and provide accurate information or solutions.
• Maintain a positive customer experience at all times.
2. Service Request Logging & Accuracy
• Register customer complaints and service requests accurately in the breakdown tracker.
• Handle requests received through Portal, IVR calls, direct customer calls, emails, internal teams, and WhatsApp/chatbot.
• Ensure completeness and correctness of data to avoid service delays.
3. Customer Communication & Updates
• Provide timely and clear updates to customers through calls, email, WhatsApp, or SMS.
• Ensure customer updates are shared within 30 minutes of receiving the request.
• Manage customer expectations regarding resolution timelines.
4. Technical Support (First-Level)
• Provide first-level troubleshooting and basic technical support to customers.
• Resolve issues remotely wherever possible before dispatching field technicians.
5. Escalation & Coordination
• Escalate unresolved or complex cases to concern Representative/Teams/Departments as per defined escalation matrix.
• Coordinate with internal teams to ensure timely resolution of customer issues.
6. Customer Feedback & Closure
• Collect customer feedback after service completion.
• Ensure proper loop closure and confirmation of customer satisfaction.
7. Schedule Adherence & Productivity
• Adhere strictly to assigned rosters, shifts, and schedules.
• Maintain discipline and meet daily productivity and performance targets.
8. Quality & Continuous Improvement
• Maintain quality standards in communication, documentation, and processes.
• Follow standard operating procedures (SOPs) and contribute to continuous improvement initiatives.
Qualifications & Experience
• Graduate / Diploma in any discipline
• Minimum 3- 5 years of experience in customer service, BPO, service desk, or technical support roles
• Experience in handling customer complaints and service coordination is preferred
Work Conditions
• Shift-based role (Day shift only )
• Office based on Weekdays
• WFH on Weekends / National and Public Holidays.
Click on Apply to know more.