Executive Customer Care

Customer Interaction & Relationship Management

• Serve as the primary point of contact for external customers
• Handle customer inquiries via phone, email, and other communication channels
• Provide accurate information regarding products, services, and processes
• Build and maintain strong customer relationships

Complaint Handling & Resolution

• Log customer complaints and service requests in CRM/ERP systems
• Ensure resolution within defined Turnaround Time (TAT)
• Escalate critical or unresolved cases to higher management
• Follow up with customers to confirm issue closure and satisfaction

Service Coordination

• Coordinate with Sales, Service, Operations, and Accounts teams
• Track service status and proactively update customers
• Ensure commitments made to customers are fulfilled

Order & Documentation Support

• Monitor order status and provide timely updates
• Maintain proper documentation of customer interactions
• Ensure accuracy of customer records in CRM systems

Reporting & Performance Monitoring

• Prepare daily/weekly/monthly MIS reports
• Track KPIs such as response time, resolution time, and customer satisfaction
• Identify recurring issues and suggest improvements

Internal Query Management

• Act as the single point of contact for internal stakeholders
• Handle and resolve queries related to operations, service support, billing coordination, or system-related concerns
• Ensure timely response and closure within defined TAT
• Maintain proper documentation of internal cases

Issue Tracking & Escalation

• Log and track internal service requests in CRM/ERP systems
• Monitor open cases and follow up with concerned departments
• Escalate unresolved or critical issues to the reporting manager
• Ensure closure confirmation from stakeholders

Cross-Functional Coordination

• Liaise with Sales, Service, Accounts, Operations, and other teams
• Facilitate smooth communication between departments
• Ensure alignment in service delivery and internal commitments

MIS & Reporting

• Prepare daily/weekly/monthly MIS reports
• Track KPIs such as response time, resolution time, and case closure rates
• Analyze recurring issues and suggest process improvements

Process Improvement & Service Excellence

• Identify gaps in internal service processes
• Suggest improvements to enhance efficiency and reduce TAT
• Support implementation of internal service quality initiatives

• Experience in Customer Care / Internal Coordination / Service Operations
• Experience in handling internal stakeholders in a corporate setup preferred