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.
