Customer Care Executive

Job description

Position: Customer Care Executive Role Overview 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. Key Responsibilities 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 . Skills & Competencies 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. What We Offer 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 . Ideal Candidate The ideal candidate is someone who enjoys interacting with customers, can understand and resolve queries efficiently, communicates professionally, and is comfortable working in a structured, target-driven environment. 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.  

Key skills

Role details

Department: Customer Support Industry: Customer Support Role category: Customer Support - BPO / Voice / Blended Education: 12th Pass