Customer Care Executive

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.