Customer Care Executive (malayalam)

Job details

Inquiry & Complaint Resolution: Respond promptly to customer questions, troubleshoot product or service issues, and provide accurate information regarding policies and pricing.
Multichannel Support: Manage communications through various mediums such as inbound/outbound phone calls, live chats, emails, and social media platforms.
Data Management: Accurately log customer interactions, feedback, and complaint details using CRM (Customer Relationship Management) software.
Escalation & Collaboration: Collaborate with internal departments (like , billing, or shipping) to escalate complex issues and ensure timely follow-ups with customers.
Customer Retention: Identify potential upselling or cross-selling opportunities and proactively promote new products or services tailored to customer needs.

Customer Interaction:

Respond promptly and professionally to customer inquiries via phone, email, or chat
Listen actively and understand customer concerns or issues
Provide accurate information related to products, services, pricing, or policies

Issue Resolution:

Troubleshoot and resolve customer complaints in a timely and satisfactory manner
Escalate unresolved issues to the appropriate internal teams or higher management
Follow up to ensure complete resolution and satisfaction

Data Handling & Reporting:

Maintain detailed records of customer interactions, feedback, and transactions
Log all calls and support tickets in CRM software or helpdesk systems
Generate reports on recurring issues, customer satisfaction, and resolution rates

Process Adherence:

Follow company policies and standard operating procedures (SOPs)
Meet or exceed performance metrics such as Average Handling Time (AHT), First Call Resolution (FCR), and CSAT (Customer Satisfaction Score)
Participate in regular training sessions and team meetings

Continuous Improvement:

Pay: ₹16,000.00 - ₹22,000.00 per month

Benefits:

Work Location: In person