Senior Customer Care Coordinator

Job highlights

• PF, ESI (ESIC)Job DescriptionKey Roles and Responsibilities1. Handling Customer QueriesAnswer customer questions through phone calls, emails, chat, or social media.Provide accurate information about products and services.Help customers understand company policies and procedures.2. Resolving Customer ComplaintsListen carefully to customer concerns.Identify problems and provide appropriate solutions.Escalate complex issues to the concerned department or supervisor.3. Providing Customer SupportAssist customers with orders, payments, returns, refunds, and service requests.Guide customers through troubleshooting steps.Follow up to ensure customer issues are resolved.4. Maintaining Customer RecordsUpdate customer information in the company's system or CRM software.Record customer interactions, complaints, and resolutions.Maintain accurate documentation of customer requests.5. Ensuring Customer SatisfactionCommunicate politely and professionally.Understand customer needs and provide suitable

Key Roles and Responsibilities1. Handling Customer Queries Answer customer questions through phone calls, emails, chat, or social media. Provide accurate information about products and services. Help customers understand company policies and procedures. 2. Resolving Customer Complaints Listen carefully to customer concerns. Identify problems and provide appropriate solutions. Escalate complex issues to the concerned department or supervisor. 3. Providing Customer Support Assist customers with orders, payments, returns, refunds, and service requests. Guide customers through troubleshooting steps. Follow up to ensure customer issues are resolved. 4. Maintaining Customer Records Update customer information in the company's system or CRM software. Record customer interactions, complaints, and resolutions. Maintain accurate documentation of customer requests. 5. Ensuring Customer Satisfaction Communicate politely and professionally. Understand customer needs and provide suitable solutions. Maintain a positive relationship with customers. 6. Meeting Performance Targets Meet daily call, chat, or email handling targets. Maintain quality standards and customer satisfaction scores. Reduce response and resolution times. 7. Coordinating with Other Departments Work with sales, billing, technical support, and operations teams. Forward customer requests to the appropriate departments. Ensure timely resolution of pending issues. 8. Following Company Policies Follow company procedures and service guidelines. Protect confidential customer information. Maintain professional behavior and communication standards. Skills Required for a Customer Care ExecutiveExcellent verbal and written communication Active listening and problem-solving Patience and a customer-friendly attitude Time management and multitasking Basic computer knowledge and MS Office Knowledge of CRM tools and customer service software Ability to work under pressure Daily Activities of a Customer Care ExecutiveAttend incoming customer calls or respond to emails and chats. Understand customer problems and provide solutions. Register complaints and update customer records. Follow up on unresolved customer issues. Coordinate with internal teams. Prepare reports and meet daily performance targets. Sample Job Description for a Resume or Interview Customer Care Executive – Job Responsibilities Handled customer inquiries and complaints professionally. Provided accurate information about products, services, and company policies. Resolved customer issues and escalated complex cases when necessary. Maintained customer records and updated information in CRM systems. Followed up with customers to ensure timely resolution of their concerns. Coordinated with internal departments to improve customer satisfaction. Achieved customer service quality standards and performance targets.