Customer Care Executive

Role & responsibilities

1. Handling Inbound and Outbound Calls Answer incoming customer calls and make outgoing calls when required.
2. Customer Support Help customers with their questions, complaints, and service-related issues.
3. Communication Skills Communicate clearly and professionally in English with international customers.
4. Problem Resolution Understand customer concerns and provide accurate solutions within the given timeframe.
5. Product and Process Knowledge Understand company products, services, policies, and procedures.
6. Customer Relationship Management Maintain a polite and positive attitude to ensure customer satisfaction.
7. Documentation Record customer details, call summaries, and resolutions in the CRM system.
8. Following Quality Standards – Follow company guidelines, call scripts, data privacy rules, and quality standards.
9. Meeting Targets – Achieve performance metrics such as call handling time, customer satisfaction (CSAT), quality scores, and attendance.
10. Escalation Handling – Transfer complex or unresolved issues to the appropriate department or senior team member.

Preferred candidate profile

• Communication: Good verbal communication skills in English.
• Accent: Clear and neutral English accent.
• Customer service: Ability to handle customer queries and complaints politely.
• Problem-solving: Ability to understand issues and provide quick solutions.
• Computer skills: Basic computer knowledge and ability to use CRM software.
• Flexibility: Willingness to work night shifts or rotational shifts.
• Experience: Freshers may apply; previous international voice process experience can be an advantage.
• Personality: Positive attitude, patience, confidence, and professional behavior.
• Education: Usually a minimum of 12th pass or graduation, depending on company requirements.

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