Customer Care Executive

Key Responsibilities

1. Customer Interaction & Assistance

• Handle inbound and outbound calls, emails, and chat inquiries from customers.
• Understand customer queries and provide accurate, timely, and complete information .
• Assist customers in placing orders, booking services, or accessing company offerings .
• Ensure a polite, professional, and customer-friendly approach in every interaction.

2. Issue Resolution & Complaint Handling

• Address customer problems and provide effective solutions within defined timelines.
• Record complaints and ensure proper follow-up until closure.
• Escalate complex issues to senior team members or other departments when necessary.
• Maintain a high first-call resolution (FCR) rate to improve customer satisfaction.

3. Product & Service Knowledge

• Develop a thorough understanding of the company s products, services, and policies .
• Provide customers with detailed explanations about pricing, features, and benefits.
• Keep yourself updated with new product launches, upgrades, and offers .
• Suggest alternative solutions when a requested product/service is unavailable.

4. Customer Relationship Management

• Build and maintain positive relationships with customers to ensure long-term loyalty.
• Follow up with customers after resolving queries to confirm satisfaction.
• Collect customer feedback and share insights with the management team.
• Promote cross-selling and up-selling opportunities wherever applicable.

5. Documentation & Reporting

• Record all customer interactions, complaints, and resolutions accurately in the CRM system.
• Maintain proper documentation for future reference and audits.
• Prepare daily, weekly, and monthly reports related to customer queries, complaints, and resolutions.
• Share insights with team leaders to improve service quality and response times .

6. Coordination with Internal Teams

• Collaborate with the sales, technical, operations, and logistics teams to resolve customer concerns.
• Provide feedback to relevant departments for service improvement and process optimization .
• Work closely with team leaders and managers to achieve customer satisfaction KPIs .

Required Skills & Competencies

1. Technical Skills

• Basic knowledge of MS Office (Word, Excel, PowerPoint) .
• Familiarity with CRM tools, helpdesk software, and call management systems (preferred) .
• Ability to handle multiple communication channels like phone, email, and chat platforms .

2. Communication Skills

• Excellent verbal and written communication in English and regional languages.
• Strong listening skil.