Executive

• Handle inbound customer interactions via webchat and digital channels. • Complete customer authentication and verification processes accurately. • Investigate customer accounts, identify root causes, and provide appropriate resolutions. • Resolve customer enquiries related to billing, payments, account management, services, products, and complaints. • Take end-to-end ownership of customer issues until closure. • Collaborate with back-office teams, SMEs, and specialist functions to resolve complex cases. • Raise and track service requests, complaints, and general enquiry cases as required. • Utilize knowledge management systems, AI tools, and workflow platforms to support effective resolution. • Maintain accurate customer records and interaction notes. • Adhere to regulatory, compliance, and data protection requirements. • Meet defined productivity, quality, customer satisfaction, and service level targets. • Identify recurring customer issues and provide feedback to support process improvements and reduce failure demand Technical Skills • Strong written communication skills. • Excellent typing and multitasking abilities. • Proficiency in Microsoft Office applications. • Ability to navigate multiple systems simultaneously. • Experience using CRM and customer service platforms. Behavioral Competencies • Customer-centric mindset. • Problem-solving and analytical skills. • Attention to detail. • Strong decision-making capability. • Adaptability and resilience. • Collaboration and teamwork. • Ownership and accountability. • Graduate or equivalent qualification preferred. • Minimum 1 year of customer service experience preferred. • Experience in webchat, contact center, or digital customer support environments is desirable. • Utilities, energy, banking, telecom, or service industry experience is an advantage