Senior Customer Care Executive

Job Summary:

The Senior Customer Care Executive is responsible for managing and resolving customer inquiries efficiently, ensuring high levels of customer satisfaction, and supporting the customer service team in daily operations. This role involves handling escalated issues, monitoring service quality, and providing guidance to junior team members.

Key Responsibilities:

• Handle complex customer queries, complaints, and escalations through calls, emails, or chat.
• Ensure timely and professional resolution of customer issues to maintain customer satisfaction.
• Supervise and support junior customer care executives in achieving performance targets.
• Maintain accurate records of customer interactions and transactions in the CRM system.
• Analyze recurring issues and suggest process improvements to enhance service efficiency.
• Coordinate with internal departments (Sales, Technical, Accounts, Production, etc.) to resolve customer concerns.
• Prepare daily/weekly/monthly reports on customer service metrics and feedback.
• Conduct training or mentoring sessions for new or existing team members.
• Ensure adherence to company policies, service standards, and customer care protocols.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.

Skills and Qualifications:

• Bachelor’s degree in any discipline (preferred: Business Administration or related field).
• Minimum 3–5 years of experience in customer service or support roles.
• Strong communication and interpersonal skills.
• Excellent problem-solving and conflict-resolution abilities.
• Proficiency in MS Office and CRM software.
• Ability to multitask and manage time effectively.
• Leadership or team coordination experience is a plus.

Key Competencies:

• Customer Focus
• Accountability & Ownership
• Team Leadership
• Empathy and Patience
• Attention to Detail
• Process Orientation

Work Environment:

• Office-based role (may include phone and email communication with customers).
• May require flexible working hours depending on customer requirements.

Job Types: Full-time, Permanent

Pay: ₹18,000.00 - ₹25,000.00 per month

Benefits:

• Cell phone reimbursement
• Food provided
• Provident Fund

Work Location: In person