Senior Executive - Customer Care (Non Voice)

• Manage daily operational tasks including responding to customer queries through email, chat, and ticketing systems.
• Track and resolve customer issues promptly within defined SLAs.
• Handle customer and client escalations efficiently with empathy and accuracy.
• Investigate and provide resolution or route issues to the appropriate internal teams
• Collaborate closely with internal departments (Product, Operations, Sales, etc.) to drive resolution of customer issues.
• Maintain effective communication loops to ensure seamless customer experience.
• Maintain accurate records of customer interactions and resolutions.
• Prepare periodic reports on ticket status, resolution TAT, and customer feedback trends.

Requirements

• Education : Graduation (Any Field)/Fresher
• Strong customer-first mindset with a commitment to service excellence and quality.
• Ability to multitask and work effectively under pressure while prioritizing tasks smartly.
• Familiarity with CRM and ticketing tools (e.g., Freshdesk, Zendesk) and working knowledge of Microsoft Excel.
• Excellent written and verbal communication skills with strong attention to detail.
• Problem-solving orientation with an ownership mindset.