Customer Care - Loyalty Programs

Job Summary:

We are seeking a proactive and customer-oriented Customer Care Executive to manage and support a loyalty program for electricians. The role involves engaging with electricians, resolving queries, and ensuring smooth participation in the loyalty program. The ideal candidate will have strong communication skills, CRM familiarity, and experience in handling trade or

technician-based customer service.

Key Responsibilities:

• Act as the first point of contact for electricians enrolled in the loyalty program.
• Handle inbound and outbound calls, emails, and messages related to program inquiries, point redemptions, and benefits.
• Assist in onboarding new participants into the loyalty program and guide them through the registration process.
• Resolve complaints and issues promptly, maintaining high levels of customer satisfaction.
• Collaborate with marketing and field teams to ensure promotional activities and program updates are well-communicated to electricians.
• Maintain accurate records of interactions and follow-ups in CRM or customer service platforms.
• Collect feedback from participants to help improve program offerings and processes.
• Escalate complex issues to the concerned department with proper documentation and follow-up.
• Prepare daily/weekly reports on service metrics, common queries, and customer satisfaction.
• Languages: Hindi, English (any other language is an add-on)

Required Skills & Qualifications:

• Minimum 3 years of experience in customer care, ideally in loyalty programs, trade marketing, or technical customer support.
• Strong verbal and written communication skills in [insert languages if relevant].
• Familiarity with CRM tools and customer support platforms (e.g., Salesforce).
• Patience, empathy, and a customer-first attitude.
• Good problem-solving skills and attention to detail.
• Basic understanding of loyalty programs and incentive schemes.