Customer service executive - Autralian Voice

Job Summary
We are seeking a customer-focused and results-driven Customer Service Executive to join our team in Mumbai. The ideal candidate will have excellent communication skills, a strong customer service background, and the ability to work in a fast-paced environment.

Key Responsibilities
1. Customer Inquiry Handling: Answer incoming calls, respond to emails and chats, and provide timely and accurate solutions to customer inquiries.
2. Product/Service Explanation: Explain company features, products, and services to customers, highlighting the benefits and value proposition.
3. Billing Adjustments: Make billing adjustments in accordance with company policies, ensuring accuracy and fairness.
4. Service Modifications: Assist customers with service or feature modifications on their account, ensuring seamless execution.
5. Trouble Ticket Management: Open, analyze, isolate, and diagnose customer service trouble tickets, routing them to the appropriate department for resolution.
6. Customer Premise Visit Coordination: Coordinate customer premise visits with the on-ground team, ensuring timely and effective issue resolution.
7. Escalation Management: Escalate customer complaints in accordance with company policies, ensuring prompt and fair resolution.
8. Payment Processing: Apply card payments, funds transfers, and check payments to customer accounts, ensuring accuracy and efficiency.

Desired Skills
1. Customer Service: Excellent customer service skills, with the ability to empathize with customers and provide timely solutions.
2. Communication: Strong verbal and written communication skills, with the ability to articulate complex information clearly and concisely.
3. Problem-Solving: Effective problem-solving skills, with the ability to analyze issues, identify root causes, and develop creative solutions.
4. Time Management: Ability to manage time effectively, prioritizing tasks and meeting deadlines in a fast-paced environment.
5. Adaptability: Flexibility and adaptability, with the ability to work in a dynamic environment and adjust to changing priorities.

Technical Skills
1. Software Applications: Proficiency in software applications, including CRM systems, ticketing systems, and payment processing platforms.
2. Australian Accent: Ability to communicate effectively with an Australian accent, ensuring clear understanding and effective communication.

Desired Candidate Profile
1. Qualifications: Bachelor of Commerce degree or equivalent.
2. Experience: Minimum 1-2 years of experience in customer service, preferably in a call center or service desk environment.
3. Language Skills: Fluency in English, with excellent verbal and written communication skills.