Customer Service Executive - Bandra
Croma
To provide a seamless and positive customer experience by managing the customer service desk, resolving customer queries and complaints, coordinating service-related requirements, and ensuring smooth execution of returns, exchanges, refunds, and other post-sales processes.
Key Performance Indicators (KPIs)
Customer Satisfaction / CSAT
Complaint Resolution TAT
Service Case Closure TAT
Return & Exchange Process Accuracy
Customer Complaint Escalation Rate
Pending Case Management
Process & Documentation Accuracy
Customer Experience / Feedback
Compliance with SOPs
Required Skills
Strong customer service and communication skills
Good listening and problem-solving ability
Ability to handle difficult customers calmly
Good coordination and follow-up skills
Basic computer and system knowledge
Good understanding of retail processes
Attention to detail
Ability to work under pressure and manage multiple customers
Team-oriented approach