Customer Service Executive

Job Description

Role Overview: Handelnine Global is seeking a highly motivated and skilled Senior Executive - Global Customer Service to join our customer service team. The ideal candidate will work closely with the Team Leader to resolve international customer queries and ensure a seamless experience for customers across multiple countries. This is a key position in helping us maintain and grow our global customer service operations. Key Responsibilities: Customer Query Resolution: Efficiently address and resolve international customer queries via multiple communication channels (email, live chat, phone) to ensure customer satisfaction. Timely and Professional Responses: Ensure that all customer queries, regardless of their nature, are addressed promptly and professionally, maintaining high standards of communication. Proactive Support: Anticipate customer issues and provide proactive solutions before they escalate, minimizing repeat queries and improving customer satisfaction. Personalized Service: Tailor responses to individual customer needs and issues, ensuring that each customer feels valued and heard. Multichannel Support: Provide support across various communication channels, including email, live chat, and phone, ensuring consistent and reliable service regardless of the medium. Issue Documentation: Accurately document customer interactions, queries, and resolutions in the CRM system to ensure a clear record for future reference and improved service continuity. Escalation Prevention: Work to resolve issues at the first point of contact whenever possible, minimizing the need for escalations and ensuring a smooth customer experience. Empathy and Patience: Demonstrate patience and empathy, especially in handling frustrated or upset customers, to effectively manage their concerns and turn challenging situations into positive experiences. Collaborative Resolution: Collaborate with other internal teams (such as logistics, technical support, and product teams) when necessary to resolve complex queries and ensure a complete resolution. Continuous Improvement: Analyze recurring customer issues and work with the team to recommend improvements in processes, policies, or systems that could lead to better customer experiences and reduce future queries. Escalation Management: Effective Handling of Complex Cases: Manage high-priority or complex customer escalations with a calm, solution-focused approach, ensuring that issues are addressed thoroughly and professionally. Timely Resolution: Ensure that escalated issues are resolved within a defined timeframe, adhering to company standards for escalation handling and providing customers with regular updates. Root Cause Analysis: Identify the underlying cause of recurring issues during escalations and work closely with relevant departments to implement corrective actions that prevent future occurrences. Collaboration with Senior Management: Work closely with senior management and relevant teams (e.g., operations, and logistics) to ensure that all escalations are handled effectively and that no issue goes unresolved. Customer Communication: Maintain transparent communication with the customer throughout the escalation process, ensuring they are informed of the status, next steps, and expected resolution timelines. Desired Candidate Profile: Experience: 2-4 years of experience in a customer service role, specifically handling international customers. Skills: Strong problem-solving skills with the ability to listen attentively and resolve issues effectively. Analytical mindset to identify trends and patterns in customer queries. Excellent communication skills, both written and verbal. Strong interpersonal skills with the ability to work collaboratively with a team. Results-oriented and self-driven with the ability to handle multiple tasks simultaneously. Education: A minimum of a graduate degree in any field. Industry Background: Experience in e-commerce, online retail, or related sectors is highly preferred, with a strong understanding of the customer journey in an online shopping environment, from order placement to post-purchase support. Preferred candidate profile