Customer Care Executive (CCE)

Job Description: Customer Care Representative

Position Overview
We are seeking a motivated and empathetic Customer Care Representative to be the first point of contact for our clients. The role involves managing inbound and outbound calls, responding to inquiries, providing accurate information about our services, and skillfully converting potential leads into clients. The representative will play a crucial role in building trust, ensuring customer satisfaction, and driving business growth.

Key Responsibilities

• Handle incoming phone calls, emails, and WhatsApp inquiries with professionalism and empathy.
• Provide accurate information about services, pricing, and appointment availability.
• Convert inquiries into confirmed client bookings through clear communication and persuasive skills.
• Follow up with potential clients and nurture leads until conversion.
• Maintain client records and update CRM/ERP systems regularly.
• Resolve basic customer concerns, escalating complex cases to the appropriate team.
• Ensure a positive customer experience by maintaining a polite and professional tone at all times.
• Collaborate with the marketing and operations teams to provide feedback from client interactions.
• Achieve daily, weekly, and monthly targets related to calls, conversions, and client satisfaction.

Qualifications & Skills

• Bachelor’s degree (preferred) or equivalent experience in customer service, sales, or communication.
• Proven experience in telesales, call center, or client service roles is an advantage.
• Excellent verbal and written communication skills in English and Malayalam (additional languages a plus).
• Strong interpersonal and persuasive skills with the ability to build rapport quickly.
• Basic knowledge of CRM tools, call-handling software, or MS Office.
• Ability to multitask, manage time effectively, and work under pressure.
• A customer-first attitude with problem-solving skills and patience.

Key Attributes

• Professional, friendly, and approachable demeanor.
• Goal-driven with a focus on achieving conversion targets.
• High level of integrity and commitment to client confidentiality.
• Ability to remain calm, empathetic, and solution-oriented during challenging conversations.

What We Offer

• Competitive salary with performance-based incentives.
• Comprehensive training and ongoing support.
• Opportunity to work in a supportive, growth-oriented environment.
• A chance to make a real impact by helping people connect with mental health and wellness services.

Job Type: Full-time

Work Location: In person