Customer Care Executive

Key Responsibilities

• Handle customer queries and complaints through WhatsApp, phone calls, and ticketing systems.
  • Provide timely, accurate, and professional responses to ensure customer satisfaction.
  • Manage and update customer records in the system, ensuring accuracy of information.
  • Use Excel for basic reporting, data entry, and tracking customer issues.
  • Coordinate with internal teams to resolve escalated cases efficiently.
  • Convince and retain customers by providing suitable solutions and building trust.
  • Follow SLA timelines and maintain performance metrics (response time, resolution rate, FCR, CSAT).
  • Continuously improve knowledge of products, processes, and customer interaction skills.

Required Skills & Qualifications

• Education: Graduate / Diploma holder (any stream).
• Languages: Strong verbal and written communication skills in Hindi & English.
• Technical Skills:
  • Basic Excel (data entry, filters, reports).
  • Familiarity with Whats App messaging / Ticketing.
• Customer Handling Skills:
  • Active listening and problem-solving abilities. Effective Communication.
  • Persuasive and empathetic communication. Respond promptly to customer queries.
  • Ability to manage difficult customers calmly and professionally. Verify customer details before taking action. Follow up on pending cases within the committed timelines.
  • Acknowledge the customer's emotions. Make the customer feel heard and valued. Confirm that the customer's issue has been resolved.
  • Ensure the customer fully understands the resolution.
  • Maintain a polite, friendly, and confident tone. Focus on solutions rather than limitations.
  • Take responsibility for resolving the customer's concern. Have a strong understanding of products, policies, and processes.
• Work Environment: Flexibility to work in a roster-based schedule.
• Experience: 1–3 years of experience in customer service (preferred).

• Education: Graduate / Diploma holder (any stream).
• Languages: Strong verbal and written communication skills in Hindi & English.
• Technical Skills:
  • Basic Excel (data entry, filters, reports).
  • Familiarity with Whats App messaging / Ticketing.
• Customer Handling Skills:
  • Active listening and problem-solving abilities.
  • Effective Communication.
  • Persuasive and empathetic communication.
  • Ability to manage difficult customers calmly and professionally.
  • Verify customer details before taking action.
  • Follow up on pending cases within the committed timelines.
  • Acknowledge the customer's emotions.
  • Make the customer feel heard and valued.
  • Confirm that the customer's issue has been resolved.
  • Ensure the customer fully understands the resolution.
• Maintain a polite, friendly, and confident tone. Focus on solutions rather than limitations.
• Take responsibility for resolving the customer's concern. Have a strong understanding of products, policies, and processes.
• Work Environment: Flexibility to work in a roster-based schedule.
• Experience: 1–3 years of experience in customer service (preferred).