Customer Care Executive

Role OverviewWe are looking for a proactive, detail-oriented, and responsible Command Centre Executive to manage day-to-day monitoring activities, identify and report unusual events, maintain accurate incident records, and coordinate with internal teams and clients for timely resolution.

The ideal candidate should have good communication skills, basic computer proficiency, the ability to remain alert during extended monitoring activities, and the flexibility to work in a 24/7 operational environment.Key Responsibilities1. Real-Time Monitoring

• Monitor live camera feeds, vehicle activities, and available system alerts through the Command Centre dashboard.
• Identify unusual activities, safety concerns, operational deviations, or potential incidents.
• Maintain continuous vigilance and ensure monitoring activities are carried out according to defined procedures.
• Report technical issues affecting camera visibility, connectivity, or system functionality to the concerned team.

2. Incident Identification and Escalation

• Identify, record, and promptly escalate incidents to the designated reporting manager, client representatives, or relevant internal teams.
• Follow established escalation matrices and Standard Operating Procedures (SOPs).
• Ensure incidents are communicated accurately, with relevant timestamps, vehicle details, and supporting observations wherever available.
• Track escalated incidents until the appropriate team provides an update or resolution.

3. Client and Internal Team Coordination

• Coordinate with clients, Ground Operations, Technical Support, and other internal stakeholders to address operational issues.
• Communicate incident updates clearly and professionally.
• Support the coordination of camera installation, repair, replacement, or troubleshooting requests with the relevant teams.
• Ensure pending issues are followed up on and handed over appropriately between shifts.

4. Reporting and Documentation

• Maintain accurate incident logs, monitoring records, shift reports, and escalation details.
• Prepare daily operational reports and provide updates as required by the reporting manager.
• Ensure all records are complete, accurate, and updated within the stipulated timelines.
• Maintain the confidentiality of client information, vehicle footage, and operational data.

5. Operational Compliance

• Follow company policies, client-specific instructions, monitoring protocols, and data confidentiality requirements.
• Ensure proper shift handovers, including pending incidents, unresolved issues, and critical updates.
• Adhere to attendance, shift timing, and workplace discipline requirements.
• Support process improvements to enhance monitoring quality and operational efficiency.Required Qualifications and Skills
• Graduate in any discipline; candidates with relevant operational experience may also be considered.
• 0–3 years of experience in a Command Centre, CCTV monitoring, control room, customer support, logistics operations, or a similar role.
• Basic computer knowledge and proficiency in MS Excel, email, and web-based applications.
• Good verbal and written communication skills.
• Ability to identify unusual activities, follow instructions, and escalate issues promptly.
• Strong attention to detail, situational awareness, and problem-solving ability.
• Ability to work independently while coordinating effectively with multiple teams.
• Willingness to work rotational shifts, including night shifts, and rotational week-offs.

Pay: ₹30,000.00 - ₹350,000.00 per month

Work Location: In person