Customer Care Executive

Company: Yes Madam
Department: Customer Support / Customer Experience
Location: Noida Head Office
Experience: 1–3 Years
Employment Type: Full-Time | Work from Office
Working Days: 6 Days a Week

Job Summary

Yes Madam is looking for a customer-focused and proactive Customer Support Executive to handle customer queries, complaints, and service-related concerns. The candidate will be responsible for providing excellent customer experiences, resolving issues promptly, and coordinating with internal teams to ensure smooth service delivery.

Key Responsibilities

• Handle inbound and outbound customer calls professionally.
• Respond to customer queries through calls, emails, WhatsApp, and other communication channels.
• Resolve customer complaints, service-related issues, and booking concerns.
• Assist customers with appointment scheduling, rescheduling, cancellations, and service-related queries.
• Coordinate with city operations teams and service professionals to resolve customer issues.
• Follow up with customers to ensure timely resolution and customer satisfaction.
• Maintain accurate records of customer interactions, complaints, and resolutions in the CRM.
• Escalate complex issues to the concerned departments or reporting managers.
• Ensure adherence to company SOPs, service quality standards, and response timelines.
• Achieve daily and monthly performance targets.
• Collect customer feedback and identify opportunities to improve service quality.

Required Qualifications & Experience

• Graduate in any discipline.
• 1–3 years of experience in customer support, customer service, or call centre operations.
• Excellent verbal and written communication skills.
• Good command of Hindi and English.
• Basic knowledge of MS Excel, CRM tools, and computer operations.
• Strong problem-solving and customer-handling abilities.
• Ability to work in a fast-paced environment.

Preferred Candidate Profile

• Experience in BPO, E-commerce, D2C, or customer service operations.
• Strong listening and interpersonal skills.
• Patient, professional, and customer-oriented approach.
• Ability to handle difficult customers and escalations.
• Comfortable working in rotational shifts, if required.

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)
• Query Resolution Rate
• First Call Resolution (FCR)
• Call Quality and Productivity
• Customer Complaint Resolution Time
• SLA Adherence

Interested candidates with relevant customer support experience are encouraged to apply.

Work Mode: Work from Office | 6 Days a Week

Pay: Up to ₹30,000.00 per month

Benefits:

• Health insurance
• Leave encashment
• Provident Fund

Work Location: In person