Customer Care Executive

Customer Interaction Respond promptly and courteously to customer inquiries via phone, email, chat, and social media. Actively listen, empathize, and clarify customer needs to provide accurate information and solutions. Issue Resolution Diagnose and troubleshoot product or service issues; escalate complex cases to technical/support teams when needed. Follow through to ensure timely resolution and communicate updates proactively. Account Management Process orders, returns, and exchanges; update customer records and CRM notes with every interaction. Monitor service levels and customer satisfaction metrics. Knowledge Sharing Maintain up-to-date knowledge of products, services, policies, and promotions. Provide feedback to product and operations teams on recurring issues and suggested improvements. Quality & Compliance Adhere to company guidelines, data-privacy regulations, and quality standards in all customer communications. Participate in regular training and quality-assurance reviews. Required QualificationsEducation: Bachelor’s degree or equivalent. Experience: 1–3 years in customer service, call-center, or retail support roles. Technical: Familiarity with CRM systems (e.g., Zendesk, Salesforce) and MS Office suite. Language: Excellent written and verbal communication in English; additional language skills a plus. Core Competencies & SkillsCommunication: Clear, patient, and professional at all times. Problem-Solving: Analytical mindset to diagnose issues and find creative solutions. Empathy & Patience: Ability to remain calm under pressure and connect with frustrated customers. Time Management: Juggle multiple tickets and prioritize urgent requests effectively. Teamwork: Collaborate with cross-functional teams and share insights. Adaptability: Comfortable with changing processes, tools, and shifting customer volumes. Performance MetricsFirst Response Time: Average time to acknowledge a new inquiry. First Contact Resolution (FCR): Percentage of issues solved in a single interaction. Customer Satisfaction (CSAT): Post-interaction survey scores. Ticket Volume & Backlog: Number of active and resolved tickets per period. Quality Score: Compliance with quality guidelines in recorded interactions.