Customer Service Executive

Join Litta, a company dedicated to providing exceptional customer service. As a Customer Service Executive, you will be responsible for managing customer contacts across phone, email, and chat, coordinating resolutions with various teams, and ensuring every customer leaves satisfied. You will also take ownership of complaints, contribute to process improvements, and maintain high standards of quality and accuracy. This role requires strong communication skills, attention to detail, and a proactive mindset.

• Assurer la gestion complète des contacts clients par téléphone, email et chat, en fournissant des réponses claires, empathiques et précises.
• Coordonner les résultats avec les équipes de l'entreprise, y compris les opérations, l'approvisionnement et la logistique, pour résoudre une large gamme de requêtes.
• Prendre en charge les plaintes, les résoudre de manière conforme et axée sur le client, et contribuer à l'amélioration continue des processus.
• If you have high standards, a root-cause mindset, and genuine care for customers, this role is built for you
• A natural problem-solver who goes to root cause, not just the surface fix
• Owns their work completely - takes accountability, learns from mistakes, acts on feedback
• Comfortable coordinating across teams and working with different stakeholders to get things done
• Organised and detail-oriented, comfortable managing high volumes without letting standards slip
• Quick to pick up new systems, processes and subject areas - and takes responsibility for building that knowledge
• Strong communicator across written and verbal - clear, calm and honest whether on the phone, in a chat or in a team setting
• Emotionally perceptive - whether it's a direct customer whose collection went wrong or a carrier partner under pressure, you genuinely read where someone is coming from and what they're feeling in the moment. You use that to respond in a way that rebuilds trust and moves things forward, not just closes the contact
• Root-Cause Driven - You don’t just close the ticket; you care about why it happened and you’ll push for a fix - whether it’s the current situation or the wider process
• Resilience - There can be a fast pace, uncertainty in start-up life and change aplenty; even so you stay steady, stay focused, and bring consistent energy
• Full Ownership - You keep it in your hands until it’s resolved. You’d feel uncomfortable if a customer had to chase
• Proactivity - You act before you’re asked. You update before customers need to. You flag before it becomes a problem. You think “what else can I do here?”