Customer Care Executive

Key Responsibilities:

1. Customer Interaction:

• Respond to customer queries through phone calls, emails, live chat, or in-person (if applicable).
• Greet customers professionally, understand their concerns, and provide appropriate solutions or information.
• Handle product or service-related inquiries, technical issues, or order-related concerns.
• Escalate complex or unresolved issues to supervisors or relevant departments.

2. Issue Resolution:

• Listen actively to customer complaints and resolve them in a timely, efficient manner.
• Troubleshoot common problems related to billing, service delivery, delays, account access, or defective products.
• Ensure customer issues are logged and tracked in CRM systems and closed within set timelines.

3. Documentation and Reporting:

• Maintain accurate records of customer interactions, transactions, comments, and complaints.
• Use CRM or helpdesk software to update customer profiles and call notes.
• Prepare daily or weekly reports on common customer issues, resolutions provided, and feedback trends.

4. Follow-Up and Relationship Building:

• Conduct follow-up calls or emails to ensure that issues are resolved and customers are satisfied.
• Build long-term customer relationships through positive and helpful interactions.
• Encourage customer feedback and forward insights to relevant teams for product or service improvements.

5. Product Knowledge and Updates:

• Stay updated on company products, services, promotions, policies, and changes in pricing or delivery.
• Attend regular training sessions to improve product knowledge and soft skills.
• Provide customers with accurate information regarding terms, warranties, procedures, and refund/exchange policies.

6. Adherence to Quality Standards:

• Meet or exceed performance metrics such as call quality, resolution time, and customer satisfaction scores.
• Follow internal guidelines, scripts, and customer service procedures to maintain consistency and professionalism.
• Adhere to data privacy and customer confidentiality standards as per company and regulatory requirements.