Senior Customer Service Executive

Job Title: Senior Customer Support Executive

Job Summary:

We are looking for an experienced and customer-focused Senior Customer Support Executive Mobility to lead and manage customer interactions related to mobility products and services. The ideal candidate will handle complex customer issues, guide the support team, and ensure high service standards. This role requires strong communication skills, leadership ability, and experience in managing high-volume customer interactions while maintaining excellent customer satisfaction.

Experience:

• 78 years of experience in customer support.
• 23 years of experience in team handling or team leadership roles.
• Experience in mobility, customer service, or technical support environments preferred.

Key Responsibilities

1. Customer Interaction & Escalation Handling

• Manage inbound and outbound customer calls related to mobility products and services.
• Handle complex customer queries, complaints, and escalations effectively.
• Ensure timely and accurate resolution of customer issues.

2. Team Leadership

• Lead, mentor, and support a team of customer support executives.
• Monitor team performance and provide coaching to improve service quality.
• Assist in onboarding and training new team members.

3. Issue Resolution

• Provide detailed product and service information to customers.
• Identify root causes of recurring issues and coordinate with internal teams for resolution.
• Escalate critical issues to management when necessary.

4. Process & Documentation

• Maintain accurate records of customer interactions in CRM or ticketing systems.
• Ensure proper documentation of escalations and resolutions.
• Monitor adherence to standard operating procedures.

5. Performance Monitoring

• Track key metrics such as CSAT, AHT, FCR, and resolution timelines.
• Conduct regular team reviews and performance feedback sessions.
• Ensure team members meet defined service and productivity standards.

6. Cross-functional Collaboration

• Work closely with product, operations, and technical teams to resolve customer issues.
• Provide customer insights to help improve mobility products and services.

Qualifications

Education:

• Bachelors degree in any discipline.

Skills:

• Excellent verbal communication and interpersonal skills.
• Strong leadership and team management abilities.
• Expertise in CRM systems (Salesforce, Zendesk, Freshdesk, etc.).
• Strong problem-solving and escalation handling skills.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• First Call Resolution (FCR)
• Average Handling Time (AHT)
• Escalation resolution rate
• Team performance metrics and call quality scores

Kindly share your resumes at saurabh.k@myfrido.com