Customer Care Executive

Role & responsibilities

• Handle inbound and outbound customer calls from international customers in a professional and courteous manner.
• Understand customer queries, identify their concerns, and provide accurate and timely resolutions.
• Maintain a high level of customer satisfaction through effective communication and active listening.
• Resolve customer complaints, service requests, billing queries, and account-related issues.
• Follow international customer service standards, company policies, and established call-handling procedures.
• Provide clear information about products, services, policies, and processes.
• Document customer interactions, complaints, and resolutions accurately in CRM/ticketing systems.
• Escalate complex or unresolved issues to the appropriate department or supervisor.
• Meet key performance indicators (KPIs) such as Average Handling Time (AHT), Customer Satisfaction (CSAT), First Call Resolution (FCR), quality scores, and attendance.
• Ensure proper verification and protection of customer information while handling calls.
• Communicate effectively with customers from different countries and cultural backgrounds.
• Perform follow-up calls when required to ensure customer issues are completely resolved.
• Maintain professionalism, patience, empathy, and a positive attitude during difficult customer interactions.
• Work effectively in rotational, night, weekend, or international time-zone shifts as required.
• Stay updated on company policies, product changes, promotions, and service procedures.
• Collaborate with internal teams to resolve customer issues and improve the overall customer experience.

Preferred candidate profile

• Excellent verbal communication skills in English with a clear and neutral accent.
• Strong listening, interpersonal, and customer-handling skills.
• Ability to communicate confidently with international customers from diverse cultural backgrounds.
• Good problem-solving and decision-making abilities.
• Customer-focused attitude with patience, empathy, and a positive approach.
• Ability to handle customer complaints and challenging situations professionally.
• Comfortable working with CRM systems, email, and basic computer applications.
• Willingness to work in rotational, night, weekend, and international shifts.
• Ability to meet customer service targets and performance metrics.
• Previous experience in international voice process, BPO, call center, or customer service is preferred.
• Freshers with strong communication skills may also be considered.
• Graduate or undergrade can apply

contact - NAINA - [phone removed]