Customer Service Executive Job

We are looking for a dedicated and customer-focused customer service executive to join our team. The ideal candidate will be responsible for providing exceptional service to our clients, resolving customer inquiries, and ensuring customer satisfaction in our supply chain financing operations. This role involves managing customer interactions, handling complaints, and supporting the overall customer service function.

Key Responsibilities:

(a) Customer interaction:
1. Serve as the primary point of contact for customers, addressing their inquiries and providing information about our supply chain financing services.
2. Respond to customer queries via phone, email, chat, and in-person, ensuring timely and accurate assistance.

(b) Issue resolution:
1. Handle customer complaints and resolve issues efficiently and professionally.
2. Escalate complex issues to the customer service manager or relevant departments and follow up to ensure resolution.

(c) Client onboarding and support:
1. Assist in the onboarding process of new clients, providing necessary information and support to ensure a smooth transition.
2. Educate customers about our products and services, and guide them on how to use our platform effectively.

(d) Customer relationship management:
1. Build and maintain strong relationships with customers by providing personalized service and understanding their specific needs.
2. Follow up with customers to ensure their issues are resolved and they are satisfied with the service provided.

(e) Documentation and reporting:
1. Maintain accurate records of customer interactions, complaints, and resolutions in the customer service database.
2. Prepare regular reports on customer service activities and present them to the customer service manager.

(f) Feedback and improvement:
1. Collect and analyze customer feedback to identify areas for improvement in our services and processes.
2. Collaborate with the customer service manager to implement changes and enhance the customer experience.

(g) Team collaboration:
1. Work closely with other departments, including sales, operations, and risk management, to ensure a cohesive approach to customer service.
2. Participate in team meetings and training sessions to stay updated on company policies and product knowledge.

1