Senior Customer Care Executive – Job Description (JD)
Position: Senior Customer Care Executive
Department: Customer Service / Customer Support
Experience: 3–5 Years
Employment Type: Full-Time
Job Summary
We are looking for an experienced and customer-focused Senior Customer Care Executive to handle customer queries, complaints, escalations, and service-related issues. The candidate will be responsible for ensuring excellent customer experience, maintaining service standards, and supporting junior customer care executives.
Key Responsibilities
- Handle customer inquiries through calls, WhatsApp, email, chat, and social media.
- Resolve customer complaints professionally and within defined timelines.
- Handle escalated and critical customer issues effectively.
- Manage queries related to orders, payments, delivery, returns, refunds, replacements, and product information.
- Coordinate with Sales, E-commerce, Operations, Warehouse, Logistics, Accounts, and Marketing teams for customer issue resolution.
- Follow up with customers until complaints are completely resolved.
- Maintain accurate records of customer interactions and complaints in CRM/software.
- Monitor pending cases and ensure timely closure.
- Guide and support junior Customer Care Executives.
- Maintain high standards of communication and customer satisfaction.
- Prepare daily/weekly/monthly reports for complaints, pending cases, resolutions, and customer feedback.
- Identify recurring customer issues and recommend process improvements.
- Collect and analyze customer feedback.
- Maintain professional communication and protect customer/company information.
Pay: ₹20,000.00 - ₹25,000.00 per month
Work Location: In person
