Company: Bridgestone
Job Title: Customer Experience Executive
Location: Bengaluru, Karnataka, India
Job Type: Full Time
Job Category: Customer Service / Customer Support (Non IT)
Shift: 9 Hour Rostered Shift (8 hours productive + 1 hour break)
Job ID: 86883

About the Company

Bridgestone is a global mobility and tyre solutions company serving customers across passenger, commercial and fleet segments. The company runs dedicated customer service and support operations to handle customer queries, service events and after-sales assistance.

About the Role

Bridgestone is hiring a Customer Experience Executive (Customer Service Agent) in Bengaluru, Karnataka. The primary objective of this role is to provide an outstanding customer experience while consistently meeting or exceeding key performance metrics.

These metrics include productivity, first response times, average handling time, quality scores and schedule adherence, along with maintaining strong proficiency in process knowledge. The agent handles service events through phone and webforms and owns each case from creation until full resolution and accurate closure.

Key Highlights

• Full time customer service role based in Bengaluru, Karnataka
• Handles customer service events through phone and webforms with end-to-end ownership
• Standard 9 hour rostered shift structure (8 hours productive time + 1 hour break)

Job Responsibilities

Ownership of Issue Resolution

• Act as the primary owner of every service event (phone or webform) with full accountability for resolution.
• Ensure the customer’s issue is completely resolved and accurately documented from creation until closure.
• Support functions such as ENS, Shift Lead, QA and TL act only as secondary support and never replace agent ownership.

Follow-Ups

• Take ownership of all promised follow-ups until they are completed and accurately updated.
• Track and manage the follow-up schedule to ensure timely execution of all customer commitments.
• Ensure all updates and progress are accurately documented in the system.

Quality & Compliance

• Deliver interactions that consistently meet or exceed quality expectations.
• Ensure full adherence to process guidelines, standard operating procedures and quality standards.
• Accurately document all service events, as incomplete or incorrect documentation is the agent’s accountability.

Productivity & Efficiency

• Achieve and maintain productivity targets for service events (phone and webforms).
• Maintain response times and handling durations within defined service levels without compromising quality or ownership.

Schedule Adherence & Attendance

• Consistently maintain schedule adherence by strictly following assigned shifts as published in the roster, including exact login, logout and breaks.
• Adhere to the standard 9 hour daily shift structure (8 hours productive time + 1 hour scheduled break entitlement).
• Proactively and accurately update all attendance records before the stipulated daily cut-off time or as per defined policy.
• Ensure 100% compliance with attendance marking protocols and accept accountability for any deviation in timing or records.

Escalation Management

• Minimise internal and external escalations by using all available resources including knowledge base, online tools and floor support.
• Provide comprehensive context and accurate hand-off notes during escalations while maintaining ownership until formally accepted.
• Ensure proactive communication to prevent potential escalations and mitigate business impact.

Product Knowledge & Continuous Improvement

• Demonstrate proficiency in process knowledge tests and process related dip-checks consistently.
• Complete all mandatory trainings and updates on time, as any knowledge gaps are the agent’s responsibility.

Teamwork & Professionalism

• Actively participate in team huddles, calibration sessions and support for new hires or nesting activities.
• Share best practices while maintaining personal accountability for performance and customer commitments.

Important Note Before You Apply

Please review the complete official job description before applying. Candidates may be required to attend interviews in person or by video conference and may need to present a valid government-issued ID during the hiring process.

Apply only through the official Bridgestone careers page. Never pay any money for registration, interviews, document verification or job offers.

How to Apply

Interested and eligible candidates can apply online through the official Bridgestone careers portal. Open the official link below, review the full job details carefully, and submit your updated resume through the application form. Apply early, as hiring windows can close quickly once suitable candidates are shortlisted.

Apply Now

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