Customer Service Executive
EXL — Pune, Maharashtra
₹3–7 LPA (HireSetu estimate) · 0–3 yrs exp · Freshers eligible · Full-time · onsite
HireSetu listing reference e1aa05 — confirm requirements below, then apply on the employer site.
Quick answer: Multi-channel customer service in Pune, handle queries over chat, phone and email. The bar is communication rather than a degree, but you're scored on C-SAT, first contact resolution, handling time and QA audits from your first weeks.
From EXL's job posting
The Customer Service Advisor is responsible for delivering exceptional customer experiences across multiple channels. This role focuses on resolving queries efficiently, maintaining high Customer Satisfaction (C-SAT) scores, and ensuring every interaction reflects the company’s commitment to quality service.
Key Responsibilities
- Handle customer inquiries via chat phone, email, , or other platforms with professionalism and empathy.
- Provide exceptional service by actively listening, understanding needs, and offering accurate solutions.
- Maintain and improve C-SAT scores by ensuring timely and effective resolution of issues.
- Document interactions and update systems accurately to ensure seamless follow-up.
- Collaborate with internal teams to resolve complex issues and enhance customer experience.
- Adhere to company policies, compliance standards, and service-level agreements (SLAs).
Required Skills & Competencies
- Strong communication skills (verbal and written).
- Customer-centric mindset with problem-solving ability.
- Ability to manage multiple tasks and work under pressure.
- Positive attitude and adaptability in a fast-paced environment.
Performance Metrics
- Customer Satisfaction (C-SAT) score achievement.
- First Contact Resolution (FCR) rate.
- Average Handling Time (AHT) compliance.
- Quality assurance scores.
Qualifications
- Minimum: High School Diploma or equivalent (Graduate preferred).
- Prior experience in customer service or related field is an advantage.
Text from EXL's official job posting, formatted by HireSetu. The employer's own page is the final word on details.
HireSetu's note
The numbers pull against each other
Four scores run your day: customer satisfaction, first contact resolution, average handling time and quality assurance. AHT rewards a short call. FCR and C-SAT reward one that actually solves the problem. Closing fast without dumping the issue on another team is the real skill, and it takes a few weeks before it feels natural.
FCR is the one people underrate. A customer who calls back about the same issue costs the company twice and drags the satisfaction score down. It's worth asking what counts as resolved on the product line you'd be handling.
Chat is juggling, phone is live
Chat, phone and email are three different jobs wearing one title. On a call you have one person, no thinking time, and tone carries most of it. On chat you'll have two or three conversations open at once, typing short clean replies that stand on their own with no voice to soften them. Email gives you time and expects accuracy.
Strong writers who freeze on the phone get found out in training. The work is onsite in Pune, so a daily commute and a desk in an office are part of taking the job.
The part people don't expect
Candidates treat contact centre work as script-reading. The QA side is what actually runs: interactions get audited against a checklist, and your process adherence, the accuracy of your CRM notes and your documentation get scored alongside how pleasant you were. That's why the listing puts accurate documentation in the same breath as empathy.
High school is the stated minimum with graduates preferred, so screening weight sits on your spoken and written English. Prior experience counts as an advantage only, which leaves room for a fresher who communicates clearly.
Drafted with AI from EXL's job posting and checked by Prashanth Jakkula before publishing. See our Editorial Policy.
How to apply
- Open EXL's careers site with the Apply button.
- Enter your email address; Oracle sends a one-time code instead of asking for a password.
- Upload your resume or fill in the profile form, then answer the questions for this role.
- Submit and keep the confirmation email, which also lets you track the application.
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