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Customer Care Executive
Bpo Convergence Private Limited
Bhubaneswar, Odisha, India · Full Time
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- Experience
- Any
- Salary
- INR 11,000 – INR 16,300 / month
- Openings
- 1
- Posted
- 1 hour ago
- Work mode
- In office
- Education
- +3 and above
- Resume
- Required to apply
Where you'll work
Job description
Overview
The role of Customer Care Executive involves engaging with customers through chat to address their inquiries, complaints, and requests while meeting performance goals. Candidates must hold a minimum qualification of +3 and can be freshers or have up to six months of experience. The position reports to a Team Leader.
Key Responsibilities
- Respond professionally to customer queries, complaints, and requests via chat.
- Maintain a positive, empathetic, and professional demeanor at all times.
- Deliver precise, valid, and comprehensive information using appropriate tools and methods.
- Adhere to communication scripts, policies, and procedures diligently.
- Recognize and escalate critical issues to the suitable channels promptly.
- Meet individual and team key performance indicators such as Average Handling Time (AHT), Quality, and Customer Satisfaction (CSAT).
- Accurately log all chat interactions in the CRM system.
- Engage in training to enhance service skills and product knowledge.
- Follow work schedules strictly and maintain punctuality and attendance.
- Manage high-volume interactions calmly and efficiently during peak periods.
Required Competencies
- Communication: Clear verbal skills, active listening, proficient in chat/voice communication in English, Hindi, or regional languages as needed.
- Customer Service: Demonstrated patience, empathy, conflict resolution, problem-solving, and composure under pressure.
- Technical: Basic computer skills, accurate typing, familiarity with call handling and CRM software, and foundational knowledge of MS Office applications like Excel, Word, and Outlook.
- Behavioral: Positive mindset, eagerness to learn, teamwork, adaptability to shift changes, and meticulous attention to data accuracy.
- Performance: Effective time management, goal-driven, and quality focused in customer interactions.
Work Conditions
- Work involves rotational shifts, including weekends and public holidays.
- Fast-paced, target-oriented environment.
- Extended screen time and requirement to use headsets.