Customer Care Executive

Job Title Customer Care Executive Job Overview We are looking for a Customer Care Executive to represent our brand—whether through follow-up calling, converting leads into appointments, managing inter-branch coordination, or ensuring a seamless customer experience. Your role is centered on proactive outreach, appointment setting, and collaboration with operations to boost conversions and customer satisfaction. Key Responsibilities Lead Management & Follow‑Up Conduct outbound follow-up calls to leads sourced from marketing, online inquiries, events, and referrals. Qualify leads by understanding customer needs, providing information, and scheduling appointments at branches. Maintain and update CRM records to reflect lead status, progress, and handover to sales or operational teams. Appointment Coordination Schedule and confirm appointments between customers and branch representatives. Coordinate with branch staff to confirm availability and resolve scheduling conflicts. Send reminders and follow up before appointments to minimize no-shows and assist with preparations (directions, documentation, etc.). Cross‑Branch and Operations Liaison Communicate regularly with branch teams to relay customer feedback, appointment updates, and concerns. Promptly escalate and resolve operational issues, such as rescheduling or paperwork delays. Customer Care & Issue Resolution Serve as the first point of contact for customers, handling inquiries, cancellations, and providing relevant guidance. Ensure all customer interactions are logged accurately in the CRM system. Maintain a courteous and professional tone on all communications. Reporting & Insight Contribution Achieve targets related to call volume, appointments scheduled, lead conversion rates, and follow-up quality. Report on lead quality, common objections, and potential improvements to processes or scripts. Work closely with sales and operations teams to optimize workflows and enhance efficiency. Qualifications & Skills Education: High school diploma or equivalent (Bachelor’s degree preferred). Experience: 1–3 years in customer care, telesales, telemarketing, or appointment coordination roles. Skills: Strong phone etiquette, persuasive communication, and active listening Proven ability to convert leads and schedule appointments Excellent organizational skills and attention to detail Familiarity with CRM and scheduling tools Empathy, patience, and resilience in handling customer objections Ability to multitask and manage time in a fast-paced environment Personal Traits: Proactive, target-oriented, collaborative, and adaptable to evolving processes. Work Conditions Full-time role (10 AM–7 PM). Office-based position with regular interaction across multiple branches. Performance incentives tied to lead conversion and appointment targets. What We Offer Competitive salary with performance-based incentives. Training in product knowledge, CRM tools, and customer engagement strategies. Career development opportunities in customer success, operations, or sales.