Customer Care Executive

CUSTOMER CARE EXECUTIVE

COMPANY: CBS HUB PVT LTD - A unit of Central Books

Since inception in 1947, Central Books has been serving schools, addressing core education supplies for all curriculum needs. CBS prides itself as the leader among National distributors for educational products in Indian Market. For the past three generations, CBS has been serving kindergarten to twelfth standards. Serving to the customized needs of the schools, we have built a reliable client base with a healthy network bridging Educators, publishers and student- parent community. Our uninterrupted association with all of them speaks of CBS reliability and commitment. We are currently serving clients across Telangana, Andhra Pradesh, Maharashtra, Tamil Nadu, and Karnataka. At present, we operate physical warehouses in Hyderabad and Mumbai. As part of our expansion plans, we will be launching warehouse operations in additional states, including Tamil Nadu and Karnataka, in the coming years.
Central Books operates a specialized e-commerce division that focuses on providing educational materials and services across India. Established in 2011 and headquartered in Hyderabad, Telangana, the company offers a comprehensive range of products including academic textbooks for various educational boards (CBSE, ICSE, State Boards), competitive exam guides (JEE, NEET), children's literature, general books, and stationery items.

WEBSITE: www.centralbooks.in

QUALIFICATION: Bachelors Degree

EXPERIENCE: 3- 5 years

CTC: As per market standards

REPORTING TO: Operations Head

JOB SUMMARY:

We are seeking a dynamic and customer-focused Customer Care Executive to efficiently handle customer communications via email and phone calls, ensuring timely responses, complaint resolutions, and data accuracy. The role also involves supporting both online and offline operations, coordinating RMA closures, and maintaining service quality standards in line with CBSs operational policies and timelines.

KEY RESPONSIBILITIES:

1. Emails and Calls Handling:

• Respond promptly and professionally to customer emails and phone calls. • Ensure all tickets are acknowledged and replied to within the first instance (as per defined TAT). • Monitor and maintain overall average handling time (type-wise TAT) for tickets.

2. Complaint Closure: • Ensure first-call resolution wherever possible. •Track and manage assigned tickets versus closures on a daily, weekly, and monthly basis. Maintain high closure rates for tickets resolved on the first instance. • Ensure all complaints are closed within the defined turnaround time (TAT).

3. Quality Score:

Follow approved email etiquettes and use appropriate canned responses

Promote self-help options and guide customers efficiently

Maintain an overall quality score above 98%.

Ensure all customer interactions contain complete and accurate information.

Adhere strictly to CBS communication and email-writing standards.

4. Offline and Online Support: •Support the sales team for both offline and online order-related queries. • Coordinate and resolve concerns related to stalls and book supplies. • Provide pre-sale and post-sale assistance to ensure seamless customer experience.

5. RMA (Return Merchandise Authorization): •Conduct regular follow-ups for RMA-related cases to ensure timely closure. •Accurately document and update RMA information in systems. •Ensure effective calling, data validation, and accuracy in reporting.

DESIRED CANDIDATE PROFILE:

Bachelors degree with 3- 5 years of experience in customer service or support operations.

Excellent written and verbal communication skills.

Strong proficiency in MS Excel, CRM, and ticketing systems.

Ability to manage multiple tasks while maintaining attention to detail and accuracy.

Positive, professional, and customer-first attitude.

Problem-solving mindset with strong coordination and follow-up abilities.

Ability to work effectively in a fast-paced, team-oriented environment.