Executive/Sr Executive-Customer Care Executive

You are an experienced Customer Excellence professional who will be responsible for managing a large volume of incoming calls and emails in the Contact Centre located at Andheri East, Mumbai. Your primary job purpose is to identify and assess customer needs in order to achieve satisfaction. Building sustainable relationships and trust with customer accounts through open and interactive communication is crucial. You will need to provide accurate, valid, and complete information to customers by using the right methods and tools. Handling customer complaints, providing appropriate solutions and alternatives within specified time limits, and following up to ensure resolution are key responsibilities. Keeping records of customer interactions, processing customer accounts, and filing documents will also be part of your role. Going the extra mile to engage customers and actively listening to callers, confirming or clarifying information, and diffusing any angry clients are important tasks. You should aim to understand and strive to meet or exceed contact center metrics while consistently providing excellent customer service. Escalating well-deserved calls to the Escalations team as per defined standards and protocols is essential, as is following communication procedures, guidelines, and policies. You should possess excellent written and verbal communication skills, along with exceptional customer service skills that focus on addressing customer issues effectively. Previous BPO/KPO experience is a must, and you should be flexible with your working schedule. Experience in blended processes, as well as a good understanding of handling inbound calls, emails, and chat processes, is required. The ideal candidate should have a minimum of 2 years of relevant experience and hold a graduate qualification.,