Customer Care Executive

Job Title: Customer Support Executive – Blended Process (E-commerce) Location: Jaipur  Department: Customer Support / Operations Employment Type: Full-time Job Summary: We are looking for enthusiastic and customer-focused individuals to join our Voice Process team for a leading E-commerce client. The role involves handling inbound and outbound calls, addressing customer queries, resolving issues, and ensuring a smooth shopping experience. Key Responsibilities: Handle inbound and outbound customer calls chats and emails in a professional manner. Assist customers with order placement, returns, refunds, exchanges, delivery status, and product information. Resolve customer complaints efficiently while maintaining high customer satisfaction. Escalate complex queries to the appropriate department when necessary. Maintain accurate call logs and update customer interaction details in the system. Meet defined KPIs such as average handling time (AHT), customer satisfaction (CSAT), and first call resolution (FCR). Ensure compliance with company policies, security procedures, and quality standards. Required Skills & Qualifications: Minimum 12th pass / Graduate in any discipline. Prior BPO or customer service experience preferred (E-commerce domain is an advantage). Excellent verbal communication skills in English and [regional language if applicable]. Strong listening, problem-solving, and conflict-resolution skills. Ability to work in rotational shifts, including weekends and public holidays. Computer literacy and ability to navigate multiple systems simultaneously. Key Competencies: Customer-centric approach Empathy and patience Positive attitude and adaptability Team player with strong interpersonal skills Benefits: Competitive salary with performance-based incentives Health insurance and other employee benefits Growth opportunities within the organization Paid training and development programs