Senior Customer Care Executive

Job Description: Senior Customer Care Executive.

We are seeking a proactive, empathetic, and detail-oriented Senior Customer Care Executive to join our team. In this role, you will be responsible for handling escalated customer interactions, ensuring prompt and effective resolution of issues, and maintaining high customer satisfaction. The person will act as a bridge between the customer and internal teams, ensuring clear communication, process improvement, and seamless customer experience.

Key Responsibilities:

1. Customer Interaction & Support.

• Manage escalated customer queries via phone, email, chat, and social media.
• Provide prompt, professional, and empathetic responses to ensure high customer satisfaction.
• Handle complex cases requiring thorough investigation and follow-up.

2. Process Improvement & Feedback.

• Identify recurring issues and propose process or product improvements.
• Document customer feedback and share actionable insights with relevant teams.
• Support the training and mentoring of junior customer care executives.

3. Coordination & Collaboration.

• Work closely with sales, technical, and operations teams to resolve customer concerns.
• Assist in developing customer service policies and standards.
• Coordinate with the quality assurance team to ensure compliance with service protocols.

4. Reporting & Analysis.

• Prepare regular reports on customer care performance and issue trends
• Track resolution times, customer satisfaction scores, and service quality metrics.
• Recommend data-driven solutions to improve efficiency and customer experience.

Qualifications & Skills.

5. Education & Experience:

• Bachelor’s degree in Business Administration, Communications, or related field.
• 3–5 years of experience in customer service, with at least 1–2 years in a senior or supervisory role.
• Experience in handling escalations and complex customer issues.

6. Technical Skills:

• Strong knowledge of MS Office Suite (Excel, Word, PowerPoint).

7. Soft Skills:

• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Empathy, patience, and the ability to stay calm under pressure.
• Leadership and mentoring skills.
• Ability to work independently and in a team-oriented environment.

Job Type: Full-time

Pay: ₹25,000.00 - ₹35,000.00 per month

Benefits:

• Commuter assistance
• Health insurance
• Provident Fund
• Work from home

Work Location: In person