Customer Care Executive

Key Responsibilities

1. Customer Interaction and Support

• Respond to customer inquiries through various channels including phone calls, emails, live chat, and social media.
• Provide detailed product or service information, clarify doubts, and assist with decision-making.
• Guide customers through processes such as order placement, billing, returns, or technical troubleshooting.
• Maintain a friendly, professional, and helpful attitude throughout all interactions.

2. Issue Resolution

• Log, analyze, and resolve customer complaints, concerns, or service issues promptly.
• Follow up with customers to ensure resolution and satisfaction.
• Coordinate with internal departments (sales, technical support, logistics, etc.) to address and resolve issues effectively.
• Escalate complex problems to supervisors or senior staff when necessary.

3. Data Entry and Record Keeping

• Accurately document customer interactions, queries, feedback, and complaints in the CRM system.
• Update customer profiles and track case history for future reference.
• Maintain daily call logs and prepare reports as required by management.

4. Feedback and Customer Satisfaction

• Collect feedback on customer experiences and report trends or issues to management.
• Suggest improvements to processes, services, or policies based on customer feedback.
• Assist in post-service follow-ups to ensure satisfaction and encourage repeat business.

5. Product and Process Knowledge

• Stay informed about all company products, services, policies, and procedures.
• Undergo regular training to remain updated on new launches, process changes, or service enhancements.
• Educate customers about features, offers, warranty policies, and other service terms.

Required Qualifications and Skills

• Education : Minimum of a high school diploma or equivalent; a degree in Business, Communication, or a related field is preferred.
• Communication : Excellent verbal and written communication skills in English and regional languages.
• Computer Literacy : Basic computer knowledge; ability to use CRM systems, email, chat platforms, and MS Office (especially Excel and Word).
• Problem-Solving : Ability to understand customer problems and offer solutions quickly and effectively.
• Listening Skills : Patience and attentiveness while understanding customer concerns.
• Multitasking : Capable of handling multiple inquiries while maintaining quality and speed.
• Teamwork : Willing to work collaboratively in a team-oriented environment.

Personal Attributes

• Polite and Courteous : Ability to remain calm and respectful, eve