Customer Care Executive

Job Title: Customer Care Executive / Customer Support Associate

Location:

Role Overview:

The Customer Care Executive will serve as the primary point of contact for customers across multiple channels - Calls, WhatsApp, email, and website chat. The role involves resolving customer queries and complaints, coordinating with stores and backend teams, facilitating online orders, and ensuring a seamless customer experience from inquiry to post-purchase feedback.

Key Responsibilities:

Customer Query & Complaint Resolution

• Handle customer queries and complaints received through

  calls, WhatsApp, email, and website chat

  .
• Provide accurate information on store locations, product details, order status, and delivery timelines.
• Take complete ownership of customer issues, liaising with

  stores, inventory, online, and lab teams

  to ensure prompt resolution.
• Prioritize customer satisfaction and maintain a customer-first approach in all interactions.

Online Order Processing

• Process

  online orders

  and facilitate backend coordination for smooth fulfillment.
• Handle

  returns and replacement requests

  , ensuring all documentation and system updates are completed.
• Call customers to

  confirm lens details and order specifications

  before processing.
• Coordinate with relevant departments to ensure timely dispatch and delivery.

Customer Feedback, Reviews & Campaign Calls

• Conduct

  outgoing calls

  to collect customer feedback on recent purchases and service experiences.
• Make

  outbound calls to leads

  generated from marketing campaigns and route them to the nearest store for conversion.
• Address

  negative Google reviews

  by coordinating with stores to resolve the concern
• Maintain feedback records and share insights with management for continuous improvement.

Key Skills & Competencies:

• Excellent communication skills (English & regional languages Tamil / Telugu / Kannada preferred).
• Strong problem-solving and ownership mindset.
• Empathy and customer-first attitude.
• Ability to multitask and handle multiple communication channels simultaneously.
• Basic proficiency in CRM tools, Power Apps, and MS Office suite.
• Team collaboration across front-end and backend teams.

Qualifications & Experience:

• Graduate in any discipline.
• 1-3 years of experience in

  customer service, telecalling, or e-commerce support

  preferred.
• Experience in the

  optical retail or healthcare sector

  will be an added advantage.

Performance Indicators (KPIs):

• Customer satisfaction and resolution rate.
• Average handling time and response time.
• Conversion rate from leads to store visits.
• Number of resolved complaints and closed reviews.
• Accuracy and timeliness in order processing.