EXL

Analyzes business data and runs outsourced operations

Executive

Customer SupportPosted on Nov 10

Full-timePune, Maharashtra, IndiaNo salary listedIn-person

A graduate or equivalent qualification is preferred.
Minimum one year of customer service experience is preferred.
Experience in webchat, contact center, or digital customer support environments is desirable.
Utilities, energy, banking, telecom, or service industry experience is an advantage.
Strong written communication skills are required.
Excellent typing and multitasking abilities are required.
Proficiency in Microsoft Office applications is required.
Ability to navigate multiple systems simultaneously is required.
Experience using CRM and customer service platforms is required.
A customer-centric mindset is required.
Problem-solving and analytical skills are required.
Attention to detail is required.
Strong decision-making capability is required.
Adaptability and resilience are required.
Collaboration and teamwork are required.
Ownership and accountability are required.

Handle inbound customer interactions via webchat and digital channels.
Complete customer authentication and verification processes accurately.
Investigate customer accounts, identify root causes, and provide appropriate resolutions.
Resolve customer enquiries related to billing, payments, account management, services, products, and complaints.
Take end-to-end ownership of customer issues until closure.
Collaborate with back-office teams, SMEs, and specialist functions to resolve complex cases.
Raise and track service requests, complaints, and general enquiry cases as required.
Utilize knowledge management systems, AI tools, and workflow platforms to support effective resolution.
Maintain accurate customer records and interaction notes.
Adhere to regulatory, compliance, and data protection requirements.
Meet defined productivity, quality, customer satisfaction, and service level targets.
Identify recurring customer issues and provide feedback to support process improvements and reduce failure demand.

Handle inbound customer interactions via webchat and digital channels.
Complete customer authentication and verification processes accurately.
Investigate customer accounts, identify root causes, and provide appropriate resolutions.
Resolve customer enquiries related to billing, payments, account management, services, products, and complaints.
Take end-to-end ownership of customer issues until closure.
Collaborate with back-office teams, SMEs, and specialist functions to resolve complex cases.
Raise and track service requests, complaints, and general enquiry cases as required.
Utilize knowledge management systems, AI tools, and workflow platforms to support effective resolution.
Maintain accurate customer records and interaction notes.
Adhere to regulatory, compliance, and data protection requirements.
Meet defined productivity, quality, customer satisfaction, and service level targets.
Identify recurring customer issues and provide feedback to support process improvements and reduce failure demand

Graduate or equivalent qualification preferred.
Minimum 1 year of customer service experience preferred.
Experience in webchat, contact center, or digital customer support environments is desirable.
Utilities, energy, banking, telecom, or service industry experience is an advantage

Technical Skills

Behavioral Competencies