Customer Care Executive

Industry & Sector

Role & Responsibilities

• Serve as the first point of contact via phone, email, chat and social channels, resolving order, payment and delivery queries with empathy and urgency.
• Use CRM and ticketing platforms to log interactions, update case status and follow SLA guidelines from first response to closure.
• Collaborate with warehouse, logistics and merchandising teams to trace shipments, arrange replacements or initiate refunds, ensuring timely customer communication.
• Identify recurring pain points, document insights and suggest process improvements that elevate CSAT and lower repeat contacts.
• Upsell relevant products or services during support conversations, meeting quality sales targets while maintaining service excellence.
• Adhere to call-center best practices: attendance, call quality, data privacy and shift rotation requirements.
  

Skills & Qualifications

• 1+ years experience in customer support, call center or BPO environment handling voice and non-voice queries.
• Fluent English and Hindi communication; additional regional language is an advantage.
• Hands-on with leading CRM tools such as Freshdesk, Zendesk or Salesforce Service Cloud.
• Proven track record meeting CSAT, AHT and FCR targets.
• Ability to work rotational shifts from an on-site service hub in India.
  

Preferred

• E-commerce order management exposure.
• Knowledge of basic Excel or Google Sheets for report updates.
  

Benefits & Culture Highlights

• Performance-linked incentives and quarterly recognition programmes.
• Modern office set-up with cafeteria, recreation zone and learning sessions.
• Rapid growth pathway into Quality, Training or Team-lead roles for top performers.