Senior Customer Care Executive

Job Description Maintain Customer focus at all times and respond to customers enquiries /orders/complaints (through e-mails, phone and fax) using the best Practice guidelines. Answer all calls/mails/fax received at the Desk. Work within agreed service levels, striving to exceed customer expectations. Take ownership of queries and proactively follow through to resolution. Ensure all customers queries are investigated and resolved; escalate issues if appropriate, to the Team Leader. Is able to effectively use automated information systems. Maintain professional working relationship with internal and external customers, and colleagues. Adhere to agreed standards of quality and productivity and process all orders/ claims/ queries with a minimum 98% accuracy rate. Assist in gathering business requirements and analysis activities to facilitate Continuous Improvement. Assist in documenting any requirements information and process maps clearly and to the agreed standards. Update the client on the status of the order. Handle MIS, generate reports. Handling Complaints/escalations. Meeting client requirements on time and effectively thereby winning their goodwill. Sensitization of the client requirements and accordingly prioritizing the activities. Work effectively as part of a team to achieve individual, team and organizational objectives, sharing knowledge and skills as appropriate. Qualifications Experience- 1- 5 Years Education- Any Graduate What we will be looking for in you : Typing speed of minimum 30-35 words per minute. is mandatory* Must have Customer Service experience Excellent & Articulative Telephone/written/verbal Communication skills Must be collaborative to work with multi functional teams Must have a good time management skill During the task assigned one must have attention to Detail Open to learn and also take feedback as per the process. Open to work flexible with timing during peak timings. Must have good hands on working experience on Microsoft office applications such as Word, Excel, PowerPoint etc. We invite candidates f rom any customer service experience (BPO's, Retail's, Manufacturing etc.)Role & responsibilities