Customer Care Executive

Job Overview

A Customer Care Executive is responsible for handling customer interactions, resolving queries, providing accurate information, and ensuring a positive customer experience . They act as a bridge between the company and its customers , ensuring smooth communication and high levels of satisfaction. The role requires excellent communication skills, problem-solving abilities, and a customer-centric mindset . Depending on the organization, this may involve handling inbound calls, outbound calls, emails, live chat, and other communication channels .

Key Responsibilities

1. Customer Interaction & Query Resolution

• Handle inbound and outbound calls, emails, and chat support effectively.
• Listen actively to customer queries, complaints, and feedback.
• Provide accurate, timely, and complete information about products, services, or policies.
• Maintain a professional and empathetic tone while dealing with customers.

2. Problem-Solving & Escalation Handling

• Identify customer problems and provide practical, satisfactory solutions .
• Escalate complex or unresolved issues to senior executives or the support team .
• Coordinate with internal departments to resolve queries quickly.

3. Service Quality & Customer Satisfaction

• Ensure a high level of customer satisfaction through prompt and effective support.
• Follow up with customers to ensure their issues are resolved completely .
• Build trust and rapport with customers by providing personalized assistance.

4. Data Management & Reporting

• Maintain accurate records of customer interactions, complaints, and resolutions.
• Update customer details in the CRM system or relevant database.
• Generate daily, weekly, or monthly reports on customer queries and resolutions.

5. Process Compliance & Continuous Improvement

• Follow company policies, scripts, and standard operating procedures (SOPs) .
• Maintain compliance with data security, privacy, and industry regulations .
• Provide feedback to the management team to improve customer experience and processes .

Eligibility Criteria

• Education:
  • Minimum 12th pass / Diploma / Graduate in any discipline.
• Experience:
  • Freshers are welcome; prior experience in customer service, call centers, or BPO is an advantage.
• Language Proficiency:
  • Fluency in English, Hindi, or any regional language as per company requirements.
• Basic Computer Knowledge:
  • Familiarity with MS Office, email, internet browsing , and CRM software is preferred.

Required Skills & Competencies

Technical Skills

• Ability to operate CRM systems and manage customer data.
• Basic understanding of product features, services, and troubleshooting steps .
• Knowledge of ticketing systems, email platforms, ...