Customer Service Executive at Sunbeth Global Concepts (SGC)

JOB SUMMARY

The customer service executive will play a crucial role in maintaining positive relationships with our clients, addressing their inquiries and concerns, and ensuring an exceptional customer experience. The Customer Service Executive will be the primary point of contact between the company and its customers, contributing to the overall satisfaction and loyalty of our client base.

JOB DESCRIPTION

• Respond promptly and provide accurate and helpful information to address customer concerns, resolve issues, and answer product or service-related questions via phone, email or chat.
• Ensure a high level of customer satisfaction through effective communication and problem resolution.
• Process, track and monitor customer order status, providing updates to customers as needed ensuring accuracy and efficiency.
• Collaborate with other departments to expedite and facilitate smooth order fulfillment.
• Investigate and resolve customer complaints in a timely and effective manner.
• Document and analyze customer feedback to identify trends and recommend improvements to enhance the overall customer experience.
• Maintain a comprehensive understanding of company products and services, educate customers on product features and benefits, guiding them in making informed purchasing decisions.
• Collaborate with cross-functional teams to share customer insights and feedback.
• Communicate effectively with internal stakeholders to address customer needs and escalate issues when necessary.
• Accurately record customer interactions and transactions in the CRM system 
• Generate reports on customer service metrics to identify areas for improvement.

JOB EXPERIENCE

• HND/bachelor’s degree is required. Additional education in customer service or a related field will be a plus
• Professional certification in customer Service or relation field is an addition.
• Proven minimum of 3-5 years’ experience in customer service-related functions.
• Previous experience in a customer service role is preferred.