Customer Care Executive

Languages: Hindi, Marathi

12th Pass and above

All genders

6 days working | Day Shift

PAN Card, Aadhar Card, Bank Account

Job Title: Customer Service Executive
Position Type: Full Time
experience: 0 - 5 years

A Customer Service Executive (CSE) plays a crucial role in maintaining positive relationships between a company and its customers. The primary responsibilities of a CSE revolve around assisting customers with inquiries, resolving issues, and providing support to ensure satisfaction. Here's a detailed job profile for a Customer Service Executive:
Job Title: Customer Service Executive
Job Summary:
The Customer Service Executive is responsible for managing customer inquiries, addressing concerns, providing product/service information, and ensuring a positive customer experience. This role involves direct interaction with customers via various communication channels such as phone, email, live chat, or social media.
Key Responsibilities:
1. Customer Assistance:
o Responding to customer inquiries and resolving complaints or issues promptly.
o Offering product or service information and addressing questions regarding features, pricing, and policies.
o Assisting customers with placing orders, processing returns or initiating refunds.
2. Issue Resolution:
o Handling and investigating customer complaints, ensuring they are resolved efficiently and in a timely manner.
o Escalating complex issues to higher-level managers or departments when necessary.
o Maintaining a positive and helpful attitude when resolving issues to ensure customer satisfaction.
3. Communication:
o Communicating effectively with customers, demonstrating active listening, and ensuring clear understanding of their needs.
o Offering solutions and alternatives where applicable to meet customer expectations.
o Documenting customer interactions, feedback, and resolutions accurately in the system.
4. Order Management and Support:
o Assisting customers with the order process, including order tracking, updates, and delivery statuses.
o Ensuring accurate information is captured and processed for orders, returns, or cancellations.
5. Product Knowledge:
o Staying informed about product/service updates, promotions, and policies to offer accurate information to customers.
o Training new staff on company procedures, products, and customer service standards when required.
6. Quality Assurance:
o Ensuring that customer interactions meet the company’s quality standards.
o Continuously improving personal performance metrics such as response time, resolution time, and customer satisfaction.
7. Customer Retention:
o Providing a personalized experience to customers, encouraging repeat business and customer loyalty.
o Identifying opportunities to upsell or cross-sell relevant products or services to customers.
Key Skills and Qualifications:
• Communication Skills: Excellent verbal and written communication skills, with a clear and friendly tone.
• Problem-Solving: Ability to resolve customer issues creatively and efficiently.
• Patience and Empathy: Demonstrating patience and understanding when dealing with frustrated or upset customers.
• Attention to Detail: Accuracy in processing orders, handling requests, and documenting customer interactions.
• Time Management: Managing multiple tasks efficiently while maintaining high-quality service.
• Technical Skills: Proficient in using customer service software, CRM systems, and other relevant technology tools.
• Multitasking: Able to handle multiple customer interactions simultaneously.
• Teamwork: Ability to collaborate with team members and other departments to resolve complex issues.
Educational Requirements:
• A high school diploma is usually required; a bachelor’s degree in business, communications, or a related field may be preferred.
• Prior experience in customer service or a similar role can be an advantage.
• Any Graduate can also apply.
Performance Metrics:
• Customer Satisfaction (CSAT): Measured through surveys or feedback to gauge customer happiness.
• First Call Resolution (FCR): A metric to track how many customer issues are resolved during the first interaction.
• Response Time: The average time taken to respond to a customer inquiry.
A successful Customer Service Executive is essential for fostering a positive brand image, improving customer retention, and driving business success.

Company Overview:
We are a dynamic and rapidly growing company specializing in the sale of products with our D2C Brand through various online marketplaces, including Amazon. Our commitment to delivering high-quality products and exceptional customer service has fueled our success, and we are looking for a dedicated individual to join our team as an Customer Service Executive.