Customer Care Executive
Location: Mumbai
Job Type: Full-Time
Department: Customer Support / Operations
Role Overview
We are looking for a confident and customer-focused Customer Care Executive to manage customer queries across phone calls, WhatsApp, email, and other support channels.
The ideal candidate should communicate clearly, resolve customer issues quickly, and ensure every customer receives a professional and helpful experience.
Key Responsibilities
- Handle inbound and outbound customer calls.
- Respond to customer queries on WhatsApp, email, and chat.
- Assist customers with order status, delivery, payments, cancellations, replacements, and refunds.
- Resolve customer complaints professionally and within defined timelines.
- Coordinate with logistics, warehouse, pharmacy/operations, and other internal teams when required.
- Follow up with customers until their issue is fully resolved.
- Update customer conversations and outcomes accurately in the CRM/support system.
- Contact customers regarding failed deliveries, address issues, COD/order confirmations, or other order-related matters.
- Identify recurring customer problems and escalate them to the relevant team.
- Maintain high standards of communication, customer satisfaction, and response time.
- Follow company SOPs and escalation procedures.
- Help improve customer retention by providing a positive post-purchase experience.
Requirements
- 0–3 years of experience in customer service, telecalling, BPO, e-commerce, or a similar role.
- Strong verbal communication skills.
- Comfortable speaking with customers over the phone throughout the day.
- Good written communication for WhatsApp and email support.
- Ability to communicate in Hindi and English. Additional regional languages are an advantage.
- Basic computer skills and ability to work with CRM/order-management systems.
- Patient, organised, and solution-oriented.
- Ability to handle difficult or unhappy customers calmly.
- Comfortable working in a fast-paced environment with daily performance targets.
Pay: ₹9,865.26 - ₹27,909.56 per month
Work Location: In person
