Executive Trainee - Customer Service Associate

About the Role

Magic Bus India Foundation is hiring for an Executive Trainee position to join the customer service operations under the designation of Customer Service Associate (CSA) with First Source. This entry-level position caters to fresh graduates from diverse non-technical fields such as BA, B.Com, BBA, B.Sc, and BCA.

Primary Responsibilities

• Provide exceptional customer service by promptly addressing queries, complaints, and concerns.
• Manage inbound and outbound communications through calls, chats, and emails according to the designated process.
• Resolve customer issues efficiently on the first point of contact when feasible.
• Keep updated with process changes, service level agreements (SLAs), quality benchmarks, and performance goals.
• Accurately record and maintain customer details within client management systems.
• Participate actively in training sessions, team discussions, coaching, and periodic assessments.
• Ensure punctuality in shift timings, attendance, scheduling, and reporting requirements.
• Adhere strictly to company policies, code of conduct, and prescribed procedures.
• Collaborate effectively with colleagues to boost team performance and foster a positive work environment.
• Exhibit professionalism, customer-centric mindset, and receptiveness to feedback.
• Escalate unresolved issues to team leaders or management as necessary.

Qualifications and Skills

• Graduation in any non-technical discipline like BA, B.Com, BBA, B.Sc, or BCA.
• Strong communication abilities coupled with active listening skills.
• Customer service orientation and teamwork capabilities.
• Proficient in time management and adherence to shifts and attendance.
• Good understanding of process workflows and maintaining professional conduct on the floor.

Performance Indicators

• Production efficiency
• Quality adherence
• Process knowledge proficiency
• Shift and reporting compliance