Senior Customer Service Executive Jobs in Coimbatore BPO Call Centre

📋 Job Description

Jobzi is sourcing qualified candidates for Senior Customer Service Executive positions in Coimbatore's private BPO Call Centre sector. This is a full-time opportunity with a reputed BPO and Call Centre employer in Coimbatore offering competitive salary, structured growth, and a professional work environment. Tamil communication skills are preferred alongside English for professional and business interaction in Coimbatore.

📌 Key Responsibilities

• Handle escalated and complex customer calls that have been transferred from junior executives requiring senior-level resolution authority.
• Mentor and guide newly joined customer service executives on call handling techniques, process knowledge, and quality standards.
• Maintain ownership of high-priority customer complaints and ensure complete resolution within agreed timelines and satisfaction levels.
• Conduct floor walking activities during peak hours to provide real-time support and guidance to junior team members.
• Prepare and submit daily escalation reports to the team leader documenting call types, resolution outcomes, and pending issues.
• Contribute to process improvement suggestions by identifying recurring call types and proposing SOP updates or knowledge base additions.
• Support team leader during floor absence by managing call queues, monitoring real-time dashboards, and addressing immediate team needs.

🎓 Qualifications and Requirements

• Graduate degree in any discipline with a minimum of one year of experience as a customer service executive in a BPO.
• Demonstrated ability to handle escalated and complex customer interactions calmly and with effective resolution outcomes.
• Advanced knowledge of CRM systems, escalation procedures, and quality benchmarks relevant to the assigned process.
• Strong mentoring and communication skills to guide junior executives during floor operations and calibration sessions.
• Consistent track record of achieving CSAT scores, FCR targets, and quality compliance metrics in previous BPO roles.
• Ability to manage time effectively between handling personal calls and supporting junior team members simultaneously.
• Willingness to work flexible shifts including evenings and weekends to cover team requirements as a senior executive.
• Good Tamil and English communication skills for team coordination and client interaction in Coimbatore.

✅ Required Skills

🏆 Certifications and Qualifications

IELTS or TOEFL for international voice processes; typing speed certification for non-voice (30-40 WPM minimum); Six Sigma Green Belt or Yellow Belt for quality roles; COPC (Customer Operations Performance Centre) certification for BPO management; CCNA for technical support processes; graduate degree (any discipline) as baseline client requirement for most processes