Senior Customer Service Executive

Job Description: We are seeking a dedicated and personable Senior Customer Service to join our Fintech Company. This role is key to ensuring an exceptional customer experience by addressing inquiries, resolving issues, and providing tailored recommendations about our products and services.

Key Responsibilities:  Respond to customer inquiries regarding products and services, delivering accurate and helpful information.  Attract potential customers by recommending relevant products and services based on their needs.  Process orders, handle correspondence, and address customer concerns promptly and professionally.  Ensure customer satisfaction by providing solutions that align with company policies and maintaining service excellence.  Follow pre-established guidelines and instructions while performing job functions under the supervision of the Customer Service Supervisor.  Maintain detailed records of customer interactions and transactions for accuracy.

Main Duties:  Customer Account Management: o Open and maintain customer accounts by accurately recording information. o Update, cancel, or upgrade accounts as necessary.  Problem Resolution: o Address product or service issues by clarifying complaints, identifying solutions, implementing resolutions, and ensuring customer satisfaction through follow-up. o Handle returns, refunds, exchanges, and product recalls. o Resolve customer complaints via phone, email, mail, or social media  Customer Interaction: Manage high volumes of incoming calls and customer interactions via phone, email, mail, or social media. o Build trust and sustainable relationships through open and interactive communication. o Provide accurate, valid, and complete information using appropriate tools and methods.  Sales and Lead Generation: o Identify customer needs and recommend suitable products or services.Generate sales leads and meet individual and team sales targets.Inform customers about promotions, warranties, and terms of sale. o Meet personal and team sales targets and call handling quotas o Handle changes in policies or renewal.

Documentation and Reporting: o Keep detailed records of customer interactions, account activities, and follow-up actions. o Prepare reports on customer satisfaction and contribute to team performance metrics. o Use telephones to reach out to customers and verify account information  Team Collaboration: o Work with the customer service manager to ensure top-notch service delivery. o Contribute to team efforts by accomplishing related tasks as needed. Qualifications & Requirements: o Proven customer support experience, with a history of delivering exceptional service. o A track record of consistently exceeding performance quotas and achieving targets. o Strong phone contact handling abilities and active listening skills to ensure effective customer interactions. o Excellent verbal and written communication skills, coupled with confident presentation abilities. o A customer-oriented mindset with the adaptability to engage with diverse personalities and situations. o Familiarity with CRM systems and best practices to manage customer interactions efficiently. o Competence in utilizing technology and tools to enhance productivity and service quality. o Ability to multitask, prioritize responsibilities, and manage time effectively in a fast-paced environment.