Customer Care Executive

Role Summary

As a Customer Support Executive, you will act as the primary interface between the company and its customers. You will handle inbound customer queries (via phone, email, chat, or other channels), resolve complaints, provide product/service information, and ensure a smooth, satisfying customer experience. Youll also work with internal teams to ensure customer issues are addressed, feedback is captured, and continuous improvement is enabled.

Key Responsibilities

• Respond to customer inquiries through call.
  
• Analyse customer concerns, troubleshoot issues, and provide effective resolutions.
  
• Document all customer interactions, complaints, and steps taken to resolve them in the CRM / ticketing system.
  
• Escalate complex or unresolved issues to higher levels of support or relevant departments.
  
• Follow up with customers to ensure their problems are fully resolved and they are satisfied.
  
• Keep uptodate with product and service changes, policies, and procedures to effectively assist customers.
  
• Gather and share customer feedback, common problems, and suggestions with product, operations, or development teams.
  
• Meet defined performance metrics (e.g. response time, resolution time, customer satisfaction, first contact resolution).
  
• Assist in continuous improvement of support processes to reduce recurring issues or process bottlenecks.
  
• Occasionally assist with nonvoice support (chat / email) if required.
  
• May be required to work in rotating shifts / weekends / holidays depending on business need.
  

Qualifications & Skills

• Education: Minimum 12th pass
  
• Strong verbal & written communication skills in English; knowledge of regional / local languages is a plus.
  
• Good listening skills, patience, empathy, and ability to stay calm under pressure.
  
• Basic computer skills (MS Office, ability to learn/use CRM / ticketing tools).
  
• Ability to multitask and manage time effectively.
  
• Problemsolving mindset; ability to think on feet and propose solutions.
  
• Team player, with ability to collaborate across departments.
  
• Willingness to work flexible hours / day shift.