Customer Care Executive

Customer Care Executive

Position: Customer Care Executive 

Location: K-Innovative 

Experience: 1–3 years (Experience in BPO or tech support preferred) 

Qualification: Bachelor’s degree in any field

Role Overview

We are seeking a highly empathetic, articulate, and dedicated Customer Care Executive (CCE) to serve as the primary point of contact for our customers. The ideal candidate will handle inquiries, resolve issues, and provide comprehensive information about our products and services, ensuring exceptional customer satisfaction and loyalty.

Key Responsibilities

• Respond promptly and professionally to customer inquiries across multiple channels, including phone, email, and live chat.
• Diagnose, troubleshoot, and resolve customer issues related to products, billing, and technical concerns effectively and efficiently.
• Provide accurate, valid, and complete information by using the right methods and tools.
• Document all customer interactions, transactions, and feedback accurately in the CRM system.
• Handle and escalate complex or unresolved issues to the appropriate internal teams (e.g., Tier 2 Support, Billing) and monitor until resolution.
• Maintain a high level of first-call resolution (FCR) and achieve individual customer satisfaction (CSAT) targets.
• Identify opportunities to upsell or cross-sell products/services when appropriate and beneficial to the customer.
• Adhere strictly to company policies, quality standards, and communication protocols.
• Gather and submit customer feedback to management to help improve service and product offerings.

Qualifications & Skills

• 1–3 years of proven experience in a customer service, call center, or client-facing role.
• Exceptional verbal and written communication skills with strong telephone etiquette.
• Proven active listening and empathy skills, with the ability to handle stressful situations calmly.
• Strong problem-solving and analytical abilities to diagnose and resolve complex customer issues.
• Ability to multitask, prioritize, and manage time effectively in a target-driven environment.
• Proficiency in using CRM software (e.g., Zendesk, Salesforce) and MS Office Suite.
• Basic technical aptitude to understand and explain product features and troubleshoot simple issues.