Customer Care Executive

Graduate and above

All genders

6 days working | Rotational Shift

Job Roles and Responsibilities:-

1. Customer Interaction (Voice & Non-Voice):-
-Handle both inbound and outbound voice calls, addressing customer queries, providing information, or resolving issues.
-Manage non-voice interactions such as email, chat support, and other written communications.
-Ensure all interactions (voice & non-voice) meet quality standards and customer satisfaction levels.

2. Problem Resolution:
-Listen actively to customer concerns and resolve queries in a prompt and professional manner.
-Troubleshoot customer issues and provide appropriate solutions or escalate the matter to the concerned department when necessary.

3. Multichannel Support:
-Provide support across multiple channels, ensuring smooth and consistent communication with customers via phone calls, email, chat, or social media.
-Manage the customer support workflow effectively across voice and non-voice tasks.

4. Accurate Documentation:
-Log customer interactions and service requests accurately in the CRM or ticketing system.
-Maintain clear and up-to-date records of all interactions to ensure proper follow-up and reporting.

5. Customer Relationship Management:
-Build and maintain strong relationships with customers through effective communication and problem-solving.
-Ensure customer loyalty by providing exceptional customer service and resolving issues in a timely manner.

6. Meeting Performance Metrics:
-Achieve and maintain the defined Key Performance Indicators (KPIs), such as:
Call handling time
-First call resolution (FCR)
-Response time for chat or email.
-Strive to meet daily, weekly, and monthly targets for customer satisfaction and service quality.

7. Adapt to Rotational Shifts:
-Be flexible to work in rotational shifts (6 days a week) and adapt to different time schedules as per business needs.
-Work efficiently under pressure in a fast-paced environment while maintaining a high level of customer service.

8. Versant Level Proficiency:
-Demonstrate a Versant Level 5 proficiency in Hindi and English during customer interactions, ensuring language fluency and clarity.

9. Handle Escalations:
-Identify potential issues that require escalation and manage escalated issues effectively by coordinating with higher management or relevant teams.

10. Continuous Improvement:
-Stay updated with product/service knowledge to provide accurate and up-to-date information to customers.
-Contribute to process improvement by identifying areas where customer experience can be enhanced.

11. Team Collaboration:
-Work collaboratively with team members and other departments to ensure a smooth workflow.
-Share feedback, best practices, and suggestions to improve team efficiency.

12. Maintain Professionalism:
-Exhibit professional behavior and uphold the company’s values in all customer interactions.
-Handle sensitive and confidential customer information with integrity and caution.

Qualifications:-
1)Graduation in any discipline is mandatory.
2)Minimum 6 months of experience in a similar role.
3)Fluency in Hindi and English (Versant Level 5).
4)Comfortable working in a rotational day shift (6 days working, 1 rotational off).