Customer Care Executive

Key Responsibilities: 1. Handling Incoming Customer Queries/Answer inbound calls, emails, or chat messages from customers. Understand the customer’s issue or question thoroughly. Respond with accurate and helpful information. 2. Problem Resolution/Troubleshoot and resolve issues related to products, services, orders, payments, or accounts. Offer solutions or alternatives that meet the customer's needs. Escalate complex or unresolved issues to higher-level support or departments. 3. Customer Support and Guidance, provide step-by-step guidance to help customers use products or services. Assist in resolving billing inquiries, service disruptions, or product-related concerns. Help customers understand company policies, procedures, and offerings. 4. Documentation and Reporting, Record customer interactions, issues, and resolutions in CRM systems. Maintain accurate and detailed logs for future reference. Report recurring issues or customer concerns to management or relevant teams. 5. Maintaining Service Quality, Meet or exceed service-level agreements (SLAs), such as response time, first call resolution, and customer satisfaction. Maintain professionalism, patience, and a positive attitude during all interactions. 6. Feedback Collection, Collect customer feedback and relay suggestions for product/service improvement. Encourage customers to participate in surveys or reviews, when appropriate.