Customer Care Associate

Role & responsibilities

• Handle inbound and/or outbound customer calls.
• Resolve customer queries, complaints, and concerns related to products, services, billing, orders.
• Provide accurate information regarding company products, services, policies, and procedures.
• Maintain a high level of customer satisfaction through effective communication and problem-solving skills.
• Escalate complex issues to the appropriate department when necessary.
• Build and maintain positive customer relationships through empathy and active listening.
• Handle customer objections and provide appropriate solutions within defined timelines.
• Stay updated on product knowledge, process changes, and industry trends.
• Comply with data security, confidentiality, and company policies.
• Collaborate with internal teams to ensure quick resolution of customer issues.
• Participate in training sessions, coaching programs, and performance improvement initiatives.

Key Skills Required

• Excellent verbal and written communication skills in English.
• Strong customer service orientation.
• Active listening and interpersonal skills.
• Problem-solving and conflict-resolution abilities.
• Ability to work in rotational shifts, including night shifts.
• Basic computer knowledge and proficiency in CRM/customer support tools.
• Ability to multitask and work in a fast-paced environment.
• Team player with a positive attitude and professional demeanor.