Customer Care Executive – Job Description
Job Title
Customer Care Executive
Department
Customer Service / Customer Support
Reporting To
Customer Care Manager / Customer Service Manager
Job Purpose
The Customer Care Executive is responsible for providing excellent support and assistance to customers before, during, and after the sale. The role involves handling customer enquiries, complaints, service requests, order updates, and follow-ups to ensure high customer satisfaction.
Key Responsibilities
Customer Support
- Handle customer calls, emails, WhatsApp messages, and other customer enquiries professionally.
- Provide accurate information regarding products, services, orders, deliveries, installation, and service requests.
- Understand customer concerns and provide appropriate solutions within the defined timelines.
- Maintain a professional, polite, and customer-focused approach at all times.
Complaint Handling
- Receive and register customer complaints and service issues.
- Coordinate with internal teams such as Sales, Design, Production, Installation, Logistics, and Service teams for resolution.
- Regularly follow up on open complaints until closure.
- Escalate unresolved or critical customer issues to the concerned manager.
Order and Service Coordination
- Provide customers with updates regarding order status, production, delivery, installation, and service schedules.
- Coordinate appointments for site visits, installation, repairs, or service activities.
- Ensure customers receive timely communication regarding delays or changes.
Customer Relationship Management
- Conduct regular follow-ups with customers to ensure satisfaction.
- Collect customer feedback after delivery or service completion.
- Maintain proper records of customer interactions, complaints, feedback, and resolutions in the CRM or company system.
- Identify recurring customer issues and report them to management for process improvement.
MIS and Reporting
- Maintain daily records of calls, enquiries, complaints, and service requests.
- Prepare daily/weekly/monthly customer service reports.
- Track pending cases and ensure timely closure.
- Monitor customer satisfaction and report major concerns or trends.
Required Skills
- Excellent verbal and written communication skills.
- Good customer handling and interpersonal skills.
- Ability to handle difficult or dissatisfied customers calmly and professionally.
- Strong follow-up and coordination skills.
- Problem-solving and complaint-resolution abilities.
- Good knowledge of MS Excel, Word, Email, and CRM/customer management systems.
- Ability to work under pressure and manage multiple customer requests.
Qualification
- Graduate preferred.
- Diploma or undergraduate candidates with relevant customer service experience may also be considered.
Experience
- 0–3 years of experience in Customer Care, Customer Support, Call Centre, CRM, or Customer Relationship Management.
- Experience in the interior design, furniture, modular kitchen, home décor, retail, or manufacturing industry will be an added advantage.
Key Performance Indicators (KPIs)
- Customer response time.
- Number of customer queries handled.
- Complaint resolution turnaround time.
- Percentage of cases closed within SLA.
- Customer satisfaction rating.
- Number of pending complaints/service requests.
- Customer feedback and repeat complaints.
Preferred Candidate Profile
- Customer-focused and service-oriented attitude.
- Patient, polite, and empathetic personality.
- Strong ownership and accountability for customer issues.
- Ability to coordinate effectively with multiple internal departments.
- Willingness to work in a fast-paced environment.
Location: As per business requirement
Employment Type: Full-time
Pay: ₹15,000.00 - ₹20,000.00 per month
Work Location: In person
