Job Summary
We are seeking a customer-centric and motivated Customer Care Executive to join our support team. In this role, you will be the face and voice of our brand, interacting directly with customers to provide product information, resolve issues, and ensure a seamless experience. The ideal candidate possesses excellent communication skills, thrives under pressure, and displays a high degree of empathy.
Key Responsibilities
- Omnichannel Support: Respond to customer inquiries promptly via phone, email, live chat, and social media.
- Issue Resolution: Diagnose, troubleshoot, and resolve customer complaints or technical glitches efficiently.
- Data Management: Update and maintain accurate customer profiles, service logs, and interaction history in the CRM software.
- Escalation Handling: Route complex, high-level issues to specialized internal departments while keeping ownership of the customer communication loop.
- Product Expertise: Maintain an in-depth understanding of company products, policies, and service updates.
- Feedback Collection: Follow up with customers after resolution to conduct satisfaction surveys and log valuable insights.
- Value Addition: Identify subtle opportunities to cross-sell or up-sell relevant products and services during active interactions.
Key Performance Indicators (KPIs)
- First Contact Resolution (FCR): Resolving queries during the very first interaction.
- Average Handling Time (AHT): Managing calls and chats within specified target timeframes.
- Customer Satisfaction Score (CSAT): Achieving and maintaining high positive rating percentages from users.
Requirements & Qualifications
- Education: High school diploma or equivalent; a bachelor's degree in communication or business is preferred.
- Experience: Minimum 1–2 years of experience in a customer service, BPO, or call center environment.
- Communication: Strong verbal articulation and professional written communication skills.
- Tech Savvy: Proficiency with basic computer systems, ticketing tools, and platforms like Zendesk or Salesforce.
- Availability: Flexibility to work in rotating shifts, including weekends or holidays depending on business needs
Pay: ₹12,000.00 - ₹18,000.00 per month
Work Location: In person
