Call Center Executive

Job Purpose:

To provide excellent customer support across all channels, ensuring queries, complaints, and requests are resolved promptly and professionally, enhancing customer satisfaction and loyalty.

Key Responsibilities:

• Handle inbound customer queries via phone, email, WhatsApp, social media, and chat platforms.
• Respond promptly and professionally to customer complaints, ensuring timely resolution.
• Assist customers with order tracking, refunds, replacements, and product information.
• Log and update all customer interactions in the CRM or tracking system.
• Collaborate with internal teams (Operations, Sales, Production) to resolve customer issues.
• Escalate complex issues to supervisors or relevant departments.
• Follow up with customers to ensure satisfaction and closure of complaints.
• Identify recurring issues and provide feedback to management for process improvements.
• Maintain a high level of product knowledge to provide accurate support.
• Meet daily, weekly, and monthly performance metrics (response time, resolution rate, customer satisfaction).

Qualifications & Experience:

• Bachelor’s degree or equivalent.
• 1–3 years experience in customer service, preferably in FMCG, retail, or e-commerce.
• Strong communication and interpersonal skills.

Skills & Competencies:

• Excellent written and verbal communication.
• Empathetic, patient, and problem-solving mindset.
• Ability to multitask and work in a fast-paced environment.
• Familiarity with CRM tools (Zoho, Freshdesk, Salesforce) is a plus.

KPIs / Success Metrics:

• Average response time.
• First call / contact resolution rate.
• Customer satisfaction score (CSAT).
• Complaint resolution turnaround time.

Job Type: Full-time

Pay: ₹22,000.00 - ₹31,570.39 per month

Work Location: In person