Customer Care Officer

The Customer Care Officer is responsible for providing exceptional customer service to clients by addressing inquiries, resolving complaints, and providing information about products and services. This role involves maintaining a positive and professional attitude, effectively managing various communication channels, and contributing to overall customer satisfaction and retention.

Key Responsibilities:

• Customer Interaction:
• Answer incoming calls, emails, and chat messages from customers promptly and professionally.
• Identify and assess customers' needs to achieve satisfaction.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
• Go the extra mile to engage customers
• Problem Resolution:
• Diagnose and resolve technical issues or service-related problems for customers.
• Escalate unresolved issues to the appropriate internal departments (e.g., technical support, sales, billing) when necessary, ensuring timely follow-up.
• Maintain detailed records of customer interactions, transactions, inquiries, complaints, and comments.
• Product/Service Knowledge:
• Develop and maintain a comprehensive understanding of the company's products, services, policies, and procedures.
• Educate customers on product features, benefits, and usage.
• Identify and suggest upselling or cross-selling opportunities where appropriate.
• Documentation and Reporting:
• Accurately record customer information and interaction details in the customer relationship management (CRM) system.
• Generate reports on customer service activities, common issues, and trends.
• Contribute to the development and improvement of customer service processes and knowledge base articles.
• Teamwork and Collaboration:
• Collaborate with team members and other departments to ensure a seamless customer experience.
• Participate in team meetings, training sessions, and continuous improvement initiatives.
• Adhere to company policies, procedures, and ethical guidelines.

Qualifications:

• Education:
• High school diploma or equivalent required.
• Bachelor's degree in a relevant field (e.g., Business Administration, Communications) preferred.
• Experience:
• 1-3 years of experience in a customer service role, call center environment, or similar position.
• Experience with CRM software and call center technologies preferred.
• Skills:
• Excellent Communication Skills: Exceptional verbal and written communication skills with a clear, concise, and professional demeanor.
• Active Listening: Ability to listen attentively to customer concerns and empathize with their situations.
• Problem-Solving Skills: Strong analytical and problem-solving abilities to identify issues and implement effective solutions.
• Interpersonal Skills: Patience, empathy, and a positive attitude when dealing with challenging customers.
• Technical Proficiency: Comfortable using computers, various software applications, and telecommunication systems.
• Time Management: Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Adaptability: Ability to adapt to changing situations and learn new processes quickly.
• Team Player: Ability to work effectively as part of a team.

Working Conditions:

• Typically works in an office environment or remotely, depending on company policy.
• May require working flexible hours, including evenings, weekends, or holidays, to support customer needs.
• May involve prolonged periods of sitting and using a computer and telephone.

Physical Requirements:

• Ability to communicate effectively verbally and in writing.
• Ability to operate a computer and other office equipment.
• Ability to remain in a stationary position for extended periods.

Job Type: Full-time

Pay: From ₹7,000.00 per month

Benefits:

• Provident Fund

Schedule:

• Morning shift

Supplemental Pay:

• Commission pay

Work Location: In person

Expected Start Date: 01/07/2025