Customer Care Executive

Job Summary:

We are looking for a professional, customer-focused, and empathetic Customer Care Executive to join our support team. As the first point of contact for customers, you will be responsible for addressing queries, resolving complaints, processing service requests, and ensuring overall customer satisfaction. The ideal candidate should have excellent communication skills, a positive attitude, and the ability to handle customer concerns with patience and efficiency. You will play a vital role in representing the company s values and maintaining our reputation for outstanding customer service.

Key Responsibilities:

1. Customer Interaction:

• Handle inbound and outbound calls, emails, chats, or messages from customers.
• Respond promptly to customer inquiries and provide accurate information.
• Resolve issues or direct the call/chat/email to the appropriate department when necessary.
• Maintain a friendly and empathetic tone in all customer interactions.

2. Issue Resolution:

• Log customer complaints and troubleshoot common issues based on company policies.
• Escalate unresolved or complex issues to supervisors or the technical team when needed.
• Follow up with customers to ensure their problems are resolved to their satisfaction.

3. Order/Service Support:

• Assist customers with product or service information, order status, returns, refunds, account setup, or billing queries.
• Guide customers through procedures, product features, or basic troubleshooting steps.

4. Documentation & Reporting:

• Accurately update customer records in the CRM or support systems.
• Maintain detailed notes of each customer interaction and issue resolution.
• Share regular reports with supervisors regarding feedback, common complaints, and service gaps.

5. Process Adherence:

• Follow standard operating procedures (SOPs) and service protocols consistently.
• Meet defined KPIs such as first-call resolution, average handling time, and customer satisfaction score (CSAT).
• Handle sensitive information securely and maintain data privacy at all times.