Customer Care Executive

Role & responsibilities

1. Customer Support

• Handle customer queries through phone, email, chat, and other support channels.
• Provide accurate information about products, services, orders, billing, and policies.
• Respond to customers professionally and courteously.
• Ensure timely resolution of customer issues.

2. Complaint Handling

• Understand customer concerns and identify the appropriate solution.
• Handle complaints professionally and maintain a positive customer experience.
• Escalate complex or unresolved issues to the Team Leader or relevant department.
• Follow up with customers until the issue is resolved.

3. Ticket & CRM Management

• Create and update customer tickets in the CRM/helpdesk system.
• Maintain accurate customer information and interaction records.
• Follow up on pending tickets within the required TAT/SLA.
• Close tickets only after appropriate resolution.

4. Customer Relationship Management

• Build and maintain positive relationships with customers.
• Understand customer requirements and provide suitable solutions.
• Collect customer feedback and communicate recurring concerns to management.

5. Quality & Performance

• Meet assigned KPIs, SLA, productivity, and quality targets.
• Maintain proper call/chat/email quality standards.
• Follow approved scripts, processes, and communication guidelines.
• Maintain high customer satisfaction.

6. Coordination

• Coordinate with Sales, Operations, Technical Support, Billing, Logistics, and other departments when required.
• Share customer issues and feedback with the appropriate teams.
• Ensure timely follow-up on escalated cases.

7. Documentation & Reporting

• Maintain accurate records of customer interactions.
• Prepare or update daily reports as required.
• Document recurring customer issues and frequently asked questions.

8. Compliance

• Follow company policies and customer-service procedures.
• Protect customer information and maintain confidentiality.
• Follow data-security and quality guidelines.

Key Skills Required

• Good verbal and written communication
• Active listening
• Customer handling and problem-solving
• Patience and empathy
• Basic computer and CRM knowledge
• Time management
• Ability to work under pressure
• Teamwork and coordination

Short Job Description

Customer Care Executive is responsible for handling customer queries and complaints, providing accurate solutions, maintaining customer records, meeting service-level targets, coordinating with internal teams, and ensuring a positive customer experience.

Preferred Candidate Profile

• Candidates with good English and Hindi communication skills.
• Immediate joiners preferred.
• Good verbal and written communication skills.
• Strong customer-handling and problem-solving abilities.
• Willingness to work in a team and meet performance targets.