Customer Service Executive

Job Description: Customer Care Executive

Position Title: Customer Care Executive
Location: Andheri East, Mumbai
Department: Customer Service
Reports to: Customer Service Manager

Job Summary:
The Customer Care Executive is responsible for delivering exceptional customer service to clients by addressing inquiries, resolving issues, and ensuring customer satisfaction. This role requires excellent communication skills, a proactive attitude, and a commitment to providing high-quality support in a fast-paced environment.

Key Responsibilities:

• Serve as the first point of contact for customers, handling inbound and outbound calls, emails, and live chats in a professional and friendly manner.
• Assist customers with product/service inquiries, order status, and other general requests.
• Resolve customer complaints, concerns, and issues efficiently, ensuring a positive experience.
• Process returns, exchanges, or refunds as per company policy.
• Maintain and update customer information in the company database.
• Follow up with customers to ensure their issues are resolved and satisfaction is achieved.
• Collaborate with internal teams to resolve customer issues that require further investigation.
• Provide feedback and suggestions to improve customer experience and service processes.
• Stay up to date with product knowledge, service updates, and company policies to deliver accurate information.
• Meet or exceed daily, weekly, and monthly performance targets related to call handling, customer satisfaction, and issue resolution.

Required Skills and Qualifications:

• High school diploma or equivalent; a degree in business, communication, or related field is a plus.
• Proven experience in customer service or a similar role (1-2 years preferred).
• Strong verbal and written communication skills.
• Excellent problem-solving and conflict resolution skills.
• Ability to remain calm and composed in challenging situations.
• Proficient in using customer service software, Microsoft Office Suite, and CRM systems.
• Attention to detail and ability to multitask effectively.
• Strong interpersonal skills and a team player.
• Willingness to work flexible hours if required.

Preferred Skills:

• Knowledge of the company's products and services.
• Experience in handling customer inquiries via multiple channels (phone, email, chat)

Working Conditions:

• Full-time position.
• May require weekend or evening shifts depending on business needs.

Job Type: Full-time

Pay: ₹15,000.00 - ₹24,000.00 per month

Benefits:

• Cell phone reimbursement
• Paid sick time
• Paid time off
• Provident Fund

Language:

• English (Required)
• Hindi (Preferred)

Work Location: In person