Customer Care Executive

Job Description

Voice Process – Customer Care RepresentativeJob Role:A voice process customer service representative communicates directly with customers over the phone (inbound or outbound) to provide assistance, resolve complaints, and ensure customer satisfaction. Key Responsibilities: Handling Inbound/Outbound Calls: Answer customer queries and concerns via phone. Make outbound calls for follow-ups, feedback, or sales. Issue Resolution: Resolve customer complaints efficiently and politely. Escalate unresolved issues to higher authorities when necessary. Product/Service Guidance: Provide detailed information about products, services, or policies. Assist customers in choosing products or navigating processes. Customer Feedback: Record customer feedback for quality and improvement. Share insights with relevant departments. Documentation: Maintain call logs and customer interaction records in CRM tools. Ensure accurate and timely data entry. Sales Support (if applicable): Upsell or cross-sell products and services when required. Meet or exceed sales targets. Non-Voice Process – Customer Care RepresentativeJob Role:A non-voice process representative handles customer interactions through email, live chat, or support tickets rather than voice communication. Key Responsibilities:Email and Chat Support: Respond to customer inquiries via email or chat. Provide support with detailed, clear, and grammatically correct responses. Issue Troubleshooting: Analyze customer issues using available tools and resolve them. Guide customers through step-by-step solutions. Ticket Management: Manage and resolve support tickets using helpdesk platforms. Prioritize urgent queries and follow up appropriately. Documentation: Log interactions and resolutions in CRM or ticketing systems. Maintain proper records of communications. Product/Service Information: Share FAQs, product guides, and other relevant information. Keep customers informed of any updates or changes. Internal Communication: Coordinate with other departments (tech, logistics, sales) for issue resolution. Update the team on common problems or feature requests. Common Skills Required (for Both):Strong communication skills (spoken for voice; written for non-voice) Patience and empathy Basic computer literacy and typing skills CRM and ticketing software knowledge Problem-solving abilities Multi-tasking and time management Note: Only interested candidates and immidiate joining can apply the Job