Customer Service Executive

Customer Experience Executives (CXEs) manage the reactive customer experience within dedicated customer accounts, overseeing and improving the customer journey from initial request through case closure. Responsibilities include maintaining CSAT above 4, achieving first-touch resolution for queries (including small orders), ensuring SLA adherence (e.g., initial responses within 24 hours), handling inbound calls and emails, keeping CRM data accurate, driving customer retention and reducing churn, owning cancellation cases, prioritising personal queues, and acting as an internal advocate for customer feedback and continuous service improvements. Core competencies include understanding customer requirements, using CRM tools, building trusted relationships, processing small orders efficiently, and delivering a consistent customer experience. Required qualifications include a minimum of 2 years in a customer service or customer-facing role and strong written and verbal communication skills.