Customer Service Executive
Published date: 2026/11/10
- Location: Thane, Maharashtra, India
Roles and Responsibility
Making PSF (Post Service Feedback) and follow-up calls
Capture customer experience in detail based on given parameters
Understanding the DSAT and able to providing solution
Ensuring customer experience by using problems-solving skill
Able to handle the escalation calls
Complaint Management
Follow ups with Business on DSAT and ensuring closure with Satisfactory Note from customer
To maintain & update all the documents and processes
Preparation of Scorecard and CSAT dashboard
Hands on SOM tool, NPS tool, Feedback tool (company will provide the training)
Maintains overall objectivity in supporting consistent and superior customer service
Identifications of cases failing to meet pre-defined SLA with the help of CSAT
Preparing RCA and connecting to concerned team to take corrective measures and reduce the number of escalations
To maintain Quality and to reduce data discrepancy.
Ensure adherence to process SLA
Perform other duties as assigned
Making PSF (Post Service Feedback) and follow-up calls
Capture customer experience in detail based on given parameters
Understanding the DSAT and able to providing solution
Ensuring customer experience by using problems-solving skill
Able to handle the escalation calls
Complaint Management
Follow ups with Business on DSAT and ensuring closure with Satisfactory Note from customer
To maintain & update all the documents and processes
Preparation of Scorecard and CSAT dashboard
Hands on SOM tool, NPS tool, Feedback tool (company will provide the training)
Maintains overall objectivity in supporting consistent and superior customer service
Identifications of cases failing to meet pre-defined SLA with the help of CSAT
Preparing RCA and connecting to concerned team to take corrective measures and reduce the number of escalations
To maintain Quality and to reduce data discrepancy.
Ensure adherence to process SLA
Perform other duties as assigned
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