Customer Care Executive

Primary job title (standardized): Customer Service Executive

• Handle inbound customer interactions (phone, email, chat) on-site at assigned centre, delivering timely, accurate resolutions while adhering to SLAs.
• Use CRM/ticketing systems to log issues, update case notes, escalate appropriately and close tickets with full documentation.
• Diagnose customer problems, provide product/service guidance, and follow standard operating procedures to resolve or route complex issues.
• Maintain call quality and productivity metrics (AHT, FCR, CSAT) through consistent use of scripts, knowledge bases, and troubleshooting guides.
• Collaborate with team leads and cross-functional teams to share feedback, improve processes, and participate in coaching or quality reviews.
• Support shift-based operations, participate in training refreshers, and assist with special campaigns or peak-period surges as required.
  

Skills & Qualifications

• Proven experience in an on-site contact center or customer service role (voice and digital support).
• Fluent English; regional language proficiency (Hindi / local state language) as applicable to the centre.
• Hands-on experience with CRM/ticketing platforms (Zendesk, Freshdesk or equivalent) and basic MS Office.
• Familiarity with ACD/IVR telephony systems and call logging procedures.
• Strong problem-solving and phone-based troubleshooting skills with attention to SLA compliance.
• Willingness to work rotational shifts and report on-site in India.
  

Preferred

• Experience supporting e-commerce, telecom, fintech, or SaaS customers.
• Prior exposure to omnichannel platforms and chat/email ticketing workflows.
• Certification or internal accreditation in customer service excellence or quality frameworks.
  

• Structured on-site training, regular coaching, and clear career paths into senior support or quality roles.
• Performance-linked incentives, attendance benefits, and employee wellness initiatives.
• Collaborative, metrics-driven culture focused on skill development and customer impact.