Customer Care Associate

Job Title: Customer Care Associate

Location: Raipur, Chhattisgarh

Department: Customer Support / Sales

Reports To: Customer Care Manager / Team Lead

Job Summary

Key Responsibilities

• Handle Customer Calls (Inbound & Outbound)
• Manage high-volume inbound and outbound calls in a timely manner.
• Follow communication scripts and processes when handling different topics.
• Email & Chat Support
• Respond to customer queries and concerns via email and chat with accuracy and professionalism.
• Maintain response time and resolution benchmarks.
• Sales Support
• Promote and cross-sell products or services based on customer needs.
• Meet or exceed sales and conversion targets as assigned.
• Customer Retention
• Identify opportunities to retain existing customers through excellent service and personalized offers.
• Handle cancellation requests and attempt to resolve underlying issues.
• New Customer Onboarding / Visits
• Assist with onboarding new customers and ensure smooth onboarding experiences.
• Conduct physical or virtual visits (if required) to build strong customer relationships.
• Problem Solving & Issue Resolution
• Investigate and resolve customer complaints efficiently and effectively.
• Provide timely feedback and follow-up to ensure complete customer satisfaction.
• Escalation Handling
• Escalate complex or unresolved issues to the appropriate team or manager in a timely manner.
• Track escalations to closure and ensure proper documentation.
• Voice, Chat, and Email Process Management
• Maintain quality and consistency across all communication channels.
• Adhere to service level agreements (SLAs) and customer experience guidelines.
• Inbound and Outbound Process Management
• Manage both proactive outbound interactions (e.g., follow-ups, feedback calls) and reactive inbound queries.
• Maintain call logs and update customer records accurately in CRM systems.
  

Required Skills & Qualifications

• Excellent verbal and written communication skills.
• Strong interpersonal and problem-solving abilities.
• Ability to multitask, prioritize, and manage time effectively.
• Proficiency with customer service software (e.g., CRM, ticketing tools).
• Sales-oriented mindset with a focus on customer satisfaction.
• Previous experience in customer service, support, or telesales is preferred.