Customer Service Executive

Role Overview

As a Customer Service Representative, you are the first voice, message, or chat window a customer meets — answering inbound and outbound contacts across phone, email, and live chat, and turning questions, frustrations, and requests into clean resolutions. You carry the company's product, service, and policy knowledge into every conversation, so accuracy and tone matter as much as speed. Your work directly protects retention and reputation: when customers feel heard and get answers the first time, they stay, and the insight you capture feeds back into how the wider team improves its service.

Key Responsibilities

• Handle inbound and outbound calls, emails, and chat conversations promptly and professionally, adjusting tone and channel to suit each customer.
• Explain products, services, and company policies accurately, translating detail into language customers can actually act on.
• Diagnose the root of an inquiry or complaint and deliver a workable solution, staying within approved scripts, protocols, and quality standards.
• Record every interaction in the customer management system so colleagues and supervisors can pick up the history without asking the customer to repeat themselves.
• Escalate cases that fall outside your authority to the right department or supervisor, passing on full context rather than a bare handoff.
• Follow up with customers after resolution to confirm their concern is genuinely closed.
• Hit the agreed performance KPIs covering responsiveness, quality, and resolution, and act on the feedback that comes with them.
• Take part in training, coaching sessions, and team meetings, and keep current on new launches, process changes, and industry developments.
• Support marketing and sales activity by sharing relevant, accurate information with customers when the opportunity arises.

Requirements & Qualifications

• Minimum of one year's experience in a customer service or call centre/contact centre environment.
• High school diploma or equivalent; a bachelor's degree in a related field is a plus, and a medical background is an added advantage.
• Strong verbal and written communication, with the ability to explain things clearly and concisely.
• Excellent interpersonal skills and genuine active listening — picking up on what a customer means, not just what they say.
• Comfort with computer applications and CRM systems, including accurate data entry while on a live contact.
• Solid problem-solving and conflict resolution instincts, with the composure to stay measured under pressure.
• High attention to detail and accuracy in both customer records and the information you give out.
• Ability to multitask, prioritise a shifting queue, and manage time without losing quality.
• A positive, customer-focused attitude and the integrity to represent the company well in every interaction.

What We Offer / Why Join

• Structured training programmes designed to deepen your product knowledge and sharpen your customer service technique.
• Regular coaching, feedback discussions, and team meetings, so expectations are clear and improvement is continuous rather than annual.
• Clear performance KPIs that let you see exactly how your work is measured and where you stand.
• A collaborative team environment where colleagues share approaches to raising overall service quality.
• Exposure to new product launches, company updates, and industry trends that keep your skills current.