Customer Service Executive - IT/ITES

We've all needed help from a Customer Service Executive at one time or another, sometimes it's a cell phone with garbled display, or a lost credit card, or an urgent flight booking. Customer Service Executives are required to answer incoming calls from customers for various reasons- take orders, answer inquiries, resolve complaints and provide information.

Customer Service Executives can be hired by ITeS companies and work for their clients, or by companies themselves. Almost all sectors and industries need customer service executives to handle queries and complaints from their customers.

The Job Role and Responsibilities :

The primary responsibilities of a Customer Service Executive would be :

- Answer calls professionally to provide information about products and services, take/ cancel orders, or obtain details of complaints.

- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. Process orders, forms and applications.

- Follow up to ensure that appropriate actions were taken on customers' requests.

- Refer unresolved customer grievances or special requests to designated departments for further investigation.

Competencies and Skills Required :

- Customer Service Executive plays a critical role in providing an interface between customers and the client company.

- ITeS companies look for candidates who have good communications skills, interpersonal skills and can handle stress well.

- The candidate should possess good listening skills, and the ability to think quickly, to make a recommendation or solution to the customer's problem.

- A clear and pleasant speaking voice and fluency in English is also desired.

The major skills and competencies that employers look for in a candidate are :

- Good communications skills

- Ability to listen and active problem solving skills

- Good interpersonal skills

- Ability to handle pressure