Customer Care Executive

The primary responsibilities for this role include, but are not limited to:  * Query Resolution & Feedback Management:   * Review and resolve post-call customer queries escalated by the Calling Executives to ensure a positive feedback outcome.   * Perform necessary follow-up actions to successfully address the customer's stated issue.  * Logistics and Replacement Management:   * Manage the process of arranging and tracking replacement couriers to be sent to customers.   * Ensure accurate and timely dispatch of replacement items, coordinating with internal teams and external logistics partners.  * Ticket Management:   * Take ownership of, process, and resolve customer support tickets in a timely and efficient manner, ensuring all customer communication is logged accurately.  * Complaint Analysis and Escalation:   * Analyze incoming complaints to identify recurring issues.   * Forward and escalate high-frequency or complex recurring complaints to the appropriate internal teams (e.g., Product, Operations, or Management) for systemic resolution.  * Quality and Process Improvement:   * Provide clear, data-backed feedback to the Quality Department regarding common customer pain points, reasons for escalations, and areas for process improvement based on resolved queries and tickets. Required Skills and Qualifications  * Proven experience in a customer service or customer support role is a plus.  * Exceptional written and verbal communication skills.  * Strong organizational and time-management abilities, with a proven capacity to multitask and prioritize effectively.  * Demonstrated problem-solving skills with a focus on customer satisfaction.  * Proficiency in using CRM software, ticketing systems, and basic office applications.  * Ability to work both independently and as part of a team.