Job Summary:
The Customer Service Executive (Inbound & Outbound) is responsible for delivering exceptional customer support across multiple communication channels. This role involves handling incoming customer enquiries, making outbound calls for follow-ups or service updates, resolving customer issues, and maintaining accurate records. The position requires excellent communication skills, problem-solving abilities, and adherence to company policies to ensure a superior customer experience.

Key Responsibilities:

• Respond to inbound customer calls addressing enquiries, complaints, and service requests efficiently.

• Conduct outbound calls for customer follow-ups, confirmations, feedback collection, or promotion of products and services.

• Provide accurate and timely information regarding products, services, account details, reservations, orders, or transactions.

• Maintain and update customer information in CRM systems, databases, and internal records, ensuring data accuracy and integrity.

• Escalate complex or unresolved issues to the appropriate department or supervisor in a timely manner.

• Ensure professional and courteous communication at all times to maintain high levels of customer satisfaction.

• Adhere to company policies, standard operating procedures (SOPs), and compliance requirements.

• Achieve performance targets, including call handling time, resolution rates, customer satisfaction scores, and quality standards.

• Collaborate with team members and management to support process improvements and operational goals.