Job Description

- Customer Service Executive

Position:

Customer Service Executive

Location:

Pune, Maharashtra

Experience Required:

2-4 Years

Employment Type:

Full-time

About the Role

We are seeking a

Customer Service Executive

with proven experience in handling

international voice processes, CRM tools, and SLA-driven environments

. The role involves managing

customer interactions via calls, emails, and live chat

, ensuring timely resolution, and enhancing customer satisfaction. The ideal candidate should be

proactive, detail-oriented, and skilled in issue resolution, upselling, and data analysis

.

Key Responsibilities

Manage

customer queries, complaints, and escalations

via calls, emails, and live chat in alignment with SLAs. Handle

international voice process support

for US/UK clients, ensuring excellent communication and service quality. Perform

cold calling and lead generation

to convert inquiries into sales opportunities. Maintain accurate customer records using

CRM tools

such as Salesforce, Zoho, Freshdesk, or Zendesk. Ensure

SLA adherence

by monitoring

AHT, FCR, and CSAT

metrics. Collaborate with

cross-functional teams (Sales, Operations, and Support)

to resolve issues and improve workflows. Prepare

daily/weekly reports and dashboards

using MS Excel (VLOOKUP, Pivot Tables, Dashboards). Contribute to

process improvement initiatives

by analyzing customer feedback and operational gaps. Support

upselling and cross-selling

opportunities while maintaining high customer retention.

Required Skills & Competencies

Excellent

communication and interpersonal skills

with strong command over English. Proven experience in

international customer service (voice & non-voice)

. Proficiency in

CRM & Ticketing Tools

- Salesforce, Zoho, Freshdesk, Zendesk. Strong knowledge of

MS Excel (Reports, Dashboards, Pivot Tables)

. Ability to handle

high-volume queries

with accuracy and empathy. Experience in

SLA management, complaint resolution, and escalation handling

. Skills in

cold calling, upselling, and cross-selling

.
Job Type: Full-time

Pay: ?350,000.00 - ?400,000.00 per year

Experience:

IT: 3 years (Required) International voice process: 3 years (Required) Customer Service: 3 years (Required)
Language:

English (Required)
Work Location: In person