Customer Care Executive (CCE)

Company Name: Dhruv Technology & System Solutions Pvt. Ltd

Position Title: Customer Care Executive (CCE)
Department: Call Centre Operations
Reports To: Team Leader – DTS Call Centre
Location: On-site (Andhra Pradesh)
Employment Type: Full-Time

1. Role Overview

The Customer Care Executive will be responsible for handling inbound and outbound calls for our client. The role involves managing interactions between customers (Donors), beneficiaries, and the foundation’s field teams to ensure smooth communication, grievance resolution, and program awareness.

2. Key Responsibilities

· Handle inbound & outbound calls in multiple languages (Telugu, English, & Hindi preferred).

· Record and update donor or beneficiary information accurately in the CRM system.

· Assist customers with registration, adoption, and contribution tracking.

· Handle grievances from customers, escalate unresolved cases, and ensure closure within SLA timelines.

· Conduct periodic follow-up and feedback calls as per client’s engagement plan.

· Maintain high-quality service standards as defined in the SOP and SLA.

· Coordinate with field teams and MIS executives for timely data updates.

· Participate in AI-assisted surveys, sentiment tracking, and awareness campaigns.

· Adhere to call scripts, process flows, and data privacy policies.

· Attend training sessions conducted via the Digital Learning Tool and contribute to continuous improvement.

3. Skills & Competencies

· Excellent verbal communication skills with clear diction and polite tone.

· Proficiency in Telugu (mandatory); knowledge of English/Hindi is an advantage.

· Basic computer literacy and ability to use CRM and telephony systems.

· Good listening, empathy, and problem-solving skills.

· Ability to handle pressure and multitask in a high-volume call environment.

· Positive attitude and willingness to learn and adapt to AI-driven tools.

4. Educational Qualification

· Minimum: Bachelor’s Degree in any discipline.

· Preferred: Diploma or Certification in Customer Service / Communication / Call Centre Management.

5. Experience

· 0–2 years of experience in customer service or call centre operations (freshers with good communication skills or experienced professional are encouraged to apply).

· Experience in social development or CSR-related programs will be an added advantage.

5. Benefits & Compensation

· Fixed salary of Rs.15,000/- to 30000/- + PF

· Eligible for Variable Bonus & Performance Bonus based on achieving monthly and quarterly targets.

Job Types: Full-time, Permanent, Fresher

Pay: ₹10,000.00 - ₹50,000.00 per month

Benefits:

• Commuter assistance
• Flexible schedule
• Health insurance
• Leave encashment
• Life insurance
• Provident Fund

Application Question(s):

• Can you talk in English Telugu and hindi

Work Location: In person