Overview

Position: Customer Care Executive

Responsibilities

• We are looking for a customer-focused Customer Care Executive to handle customer queries through voice calls and email. The ideal candidate should have good communication skills, a problem-solving mindset, strong attention to detail, and a willingness to learn.
• The role involves understanding customer requirements, providing accurate information and solutions, coordinating with relevant brands/teams, and ensuring timely resolution of customer concerns.
• Handle inbound and outbound voice calls and email queries and provide effective resolutions.
• Listen actively and understand customer requirements, concerns, and expectations.
• Provide customers with accurate information about products, services, features, and benefits.
• Deliver end-to-end solutions while ensuring a positive customer experience.
• Ask relevant questions and use effective probing and prompting techniques to identify the customer's exact requirement.
• Accurately capture and update all customer information, interactions, and case details in the designated systems.
• Conduct timely follow-ups with brands/internal teams as per the defined escalation matrix until the issue is resolved.
• Maintain up-to-date knowledge of the client's products, processes, policies, and services.
• Ensure complete adherence to quality standards, SOPs, processes, and compliance requirements.
• Collaborate effectively with team members, SMEs, Team Leaders, and other stakeholders to resolve customer concerns.
• Maintain 100% adherence to assigned schedules and work timings.
• Escalate complex, sensitive, or unresolved cases to the Team Leader/Manager whenever required.
• Handle irate, demanding, or dissatisfied customers with patience, professionalism, and tact.
• Consistently work toward achieving defined customer satisfaction, quality, productivity, and performance targets.
• Good typing speed minimum 15 WPM with 75% accuracy.
• Comfortable using computers and basic internet applications.
• Good understanding of process-oriented work and systems.
• Average to good verbal and written communication skills in English and Hindi.
• Pleasant telephone etiquette and a strong customer-service orientation.
• Good listening, probing, and problem-solving skills.
• Ability to remain calm and professional while handling challenging customers.
• Strong attention to detail and accuracy.
• Ability to work effectively as part of a team.
• Willingness to learn and adapt to new products, processes, and systems.

Qualifications

• If you are customer-focused, eager to learn, and looking for an opportunity to build a career in customer service, we would love to hear from you.

Benefits

• Fixed monthly salary as per location and applicable salary structure.
• Performance-based incentives.
• PF, ESI, and other applicable statutory benefits.
• Structured on-the-job training and process support.
• Clear career growth opportunities, including progression toward Team Leader and Quality Analyst (QA) roles.
• A positive, professional, and supportive work environment.
• Opportunities to develop skills in customer service, communication, problem-solving, and process management.