Senior Officer - Customer Care - BPO/Call Center (3-8 Yrs) Haryana/Gurgaon/Gurugram (After-Sales/Customer Service)

Role OverviewSr Officer Customer CareThe Sr Officer Customer Care supports high-quality customer interactions by understanding customer requirements and recommending suitable bath and lighting solutions. The role focuses on handling calls, managing leads in CRM, and coordinating with the sales network to support conversions and ensure a smooth customer experience. The position supports customers across India. Based on higher footfalls from Southern India, familiarity with Kannada/Tamil/Malayalam is preferred but not mandatory. English and Hindi proficiency is sufficient for most interactions.Key Responsibilities- Handle inbound and outbound customer calls in a professional and courteous manner.- Understand customer requirements and suggest appropriate bath and lighting solutions as per guidelines.- Develop working knowledge of all bath and lighting product categories.- Support cross-selling and up-selling during customer interactions using approved scripts.- Follow standard call flows while maintaining empathy and clarity in communication.- Accurately capture customer details, interaction notes, and lead status in the CRM system.- Route leads to Jaquar World (JW), Orientation Centres (OC), or dealer network as per SOP.- Conduct timely follow-ups to encourage store visits or connect customers with sales teams.- Assist in lead progression and support the sales team towards closure.- Maintain adherence to login hours, call handling norms, and data accuracy standards.- Meet assigned KPIs related to call quality, follow-ups, lead accuracy, and customer satisfaction.- Attend regular product, system, and process training sessions.- Visit Jaquar World / Orientation Centres periodically for product exposure and customer understanding.Language Requirements English & Hindi: Mandatory Kannada / Tamil / Malayalam: Preferred (not mandatory)Qualification & Experience Graduate or above.- 3-5 years of experience in call handling, CRM usage, or customer engagement roles preferred.- Strong communication, listening, and documentation skills. (ref:updazz.com)

Payroll Type : Permanent