Job Summary
The Customer Care Officer is responsible for delivering exceptional customer service by handling customer inquiries, resolving complaints, processing service requests, and ensuring a positive customer experience. The role requires excellent communication skills, problem-solving abilities, and a customer-first approach to maintain high levels of customer satisfaction.
Key Responsibilities
- Respond to customer inquiries via phone, email, chat, and other communication channels.
- Handle customer complaints professionally and provide timely resolutions.
- Register and track customer service requests in the CRM or ticketing system.
- Coordinate with internal departments to ensure prompt issue resolution.
- Provide accurate information about products, services, warranties, and company policies.
- Follow up with customers to ensure complete resolution and customer satisfaction.
- Maintain detailed and accurate customer interaction records.
- Escalate unresolved or complex issues to the appropriate department.
- Achieve individual and team service quality and productivity targets.
- Assist customers with order status, service scheduling, and appointment coordination.
- Gather customer feedback and share improvement suggestions with management.
- Ensure compliance with company policies, quality standards, and customer service procedures.
Required Qualifications
- Bachelor's degree in any discipline.
- 1–3 years of experience in customer service, customer support, or a related field.
- Freshers with excellent communication skills may also be considered.
Required Skills
- Excellent verbal and written communication skills.
- Strong customer handling and interpersonal skills.
- Problem-solving and conflict-resolution abilities.
- Basic computer proficiency (MS Office, email, and CRM software).
- Ability to multitask and work in a fast-paced environment.
- Strong organizational and time management skills.
- Positive attitude and customer-focused mindset.
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT) Score.
- First Call Resolution (FCR).
- Average Response Time.
- Average Handling Time (AHT).
- Ticket Resolution Time.
- Customer Complaint Resolution Rate.
- Adherence to Quality Standards.
- Productivity and Attendance.
Working Conditions
- Office-based role with rotational shifts if required.
- May require weekend or holiday support based on business requirements.
- Ability to work under pressure while maintaining service quality.
Preferred Attributes
- Professional appearance and attitude.
- Strong listening skills and empathy.
- Ability to remain calm while handling difficult customers.
- Team player with a willingness to learn and adapt.
- Commitment to delivering an outstanding customer experience.
Pay: ₹16,000.00 - ₹20,000.00 per month
Benefits:
Work Location: In person
