Customer Care Executive

Key Responsibilities

• De-escalate High-Stress Situations: Act as the primary point of contact for severely dissatisfied customers via phone, email, and live chat, guiding them toward amicable resolutions.
• Perform Deep-Dive Investigations: Uncover the technical or procedural breakdown behind complex customer issues by auditing account histories and backend logs.
• Cross-Functional Collaboration: Partner tightly with Engineering, Legal, Billing, and Product management to fast-track solutions for systemic or critical bottlenecks.
• Authorize Exceptions & Goodwill Gestures: Exercise sound judgment to issue corporate refunds, account credits, or policy overrides that balance customer loyalty against business profitability.
• Perform Post-Incident Root Cause Analysis: Analyze recurring escalation trends to draft actionable process-improvement recoRole & responsibilities