Customer Service Executive

Company Description Tech Mahindra is a global provider of technology consulting and digital solutions, supporting enterprises across diverse industries in driving large-scale transformation. With over 149,000 professionals in more than 90 countries serving 1,100+ clients, the company delivers end-to-end services including IT, business process services, engineering, network services, customer experience, AI and analytics, and cloud and infrastructure solutions. It is the first Indian company to receive the Sustainable Markets Initiative’s Terra Carta Seal, recognizing its commitment to a climate- and nature-positive future. Tech Mahindra is part of the Mahindra Group, founded in 1945, a respected multinational federation of companies known for its values-driven approach and global footprint. Applicants can learn more about the organization and its initiatives by visiting www.techmahindra.com.
Role Description This is a full-time, on-site Customer Service Executive role based in Goregaon. The Customer Service Executive will handle incoming customer queries through phone, email, or chat, provide accurate information about products and services, and resolve issues within defined timelines and quality standards. Daily responsibilities include logging interactions in the CRM system, following standard operating procedures, escalating complex cases to relevant teams, and tracking resolutions to closure. The role also involves coordinating with internal departments to ensure a seamless customer experience, collecting customer feedback, and identifying opportunities to improve processes. The successful candidate will maintain professional communication at all times, adhere to service-level agreements, and participate in regular training and performance reviews.
Qualifications
Candidates should possess strong verbal and written communication skills, active listening abilities, and clear articulation in en_US.
Candidates should possess customer service and relationship management skills, including empathy, patience, and conflict-resolution capabilities.
Candidates should possess problem-solving and analytical skills to understand customer issues, identify root causes, and recommend effective solutions.
Candidates should possess basic computer literacy, including proficiency with CRM tools, MS Office applications, and routine data entry.
Candidates should possess organizational and time-management skills to handle multiple customer interactions while meeting service-level targets.
Candidates should possess teamwork and collaboration skills to work effectively with cross-functional teams and support continuous improvement initiatives.
Relevant experience in a contact center or customer-facing role in technology or services industries is beneficial.
A minimum of a high school diploma or equivalent is required; a bachelor’s degree in any discipline is preferred.
Flexibility to work in rotational shifts, including weekends or holidays as needed, and a high level of reliability and professionalism.

Work arrangement
No