Customer Care Executive

ABOUT THE ROLE:

The Customer Care Executive handles customer inquiries, resolves complaints, and provides exceptional service to ensure customer satisfaction and retention.

This role requires excellent communication skills, patience, and a thorough understanding of the company's products or services.

RESPONSIBILITIES :



* Respond to customer inquiries via phone, email, chat, or social media.


* Provide accurate information regarding products, services, and policies.


* Handle customer complaints and provide appropriate solutions and alternatives within the time limits.


* Investigate and resolve customer issues promptly.


* Follow up to ensure resolution and escalate unresolved issues to the appropriate departments.


* Document all customer interactions and transactions, recording details of inquiries, complaints, and actions taken


* Maintain a positive, empathetic, and professional attitude toward customers at all times.


* Go the extra mile to engage customers and build lasting relationships.


* Conduct customer satisfaction surveys and report feedback to management.


* Stay updated with product knowledge and changes in company policies.


* Educate customers on new products or services.


* Assist in training new employees on customer service protocols.


* Work closely with other departments to ensure a seamless customer experience.


* Participate in team meetings and contribute ideas for improving customer service.


* Share best practices and mentor junior team members.


* Manage and update customer accounts.


* Process orders, forms, applications, and requests.


* Prepare and submit reports on customer interactions and activities.

SUCCESSFUL CANDIDATES HAVE:



* Educational Qualification: Bachelor's degree from any Tier 1/Tier 2 college


* Work Experience: 1-2 Years in a Customer Relationship Management/ Account Management Role


* Key Skills: Customer Experience Champion, Strong Oral and Written communication skills, Consultative approach to account management, Deep customer empathy.