Customer Care Executive

About the Role

We are seeking a passionate and customer-focused Customer Care Executive to be the first point of contact for our customers. You will handle inquiries, resolve issues, and ensure every customer interaction leaves a positive and lasting impression that builds loyalty and trust in our brand.

Key Responsibilities

Customer Support & Query Resolution

Handle inbound and outbound customer calls, emails, and chat interactions professionally

Resolve customer complaints, queries, and requests in a timely and effective manner

Escalate complex issues to the appropriate department or senior team member

Follow up with customers to ensure complete resolution and satisfaction

Customer Relationship Management

Build and maintain strong relationships with customers through empathetic communication

Understand customer needs and provide accurate product or service information

Proactively reach out to customers for feedback, renewals, or follow-ups

Maintain a high standard of customer satisfaction (CSAT) scores

Documentation & Reporting

Log all customer interactions accurately in the CRM system (Zoho, Salesforce, Freshdesk, etc.)

Maintain detailed records of complaints, resolutions, and feedback

Prepare daily/weekly reports on call volume, resolution rate, and pending cases

Identify recurring issues and share insights with the team lead

Process & Quality Compliance

Adhere to company scripts, SOPs, and quality guidelines during every interaction

Meet defined KPIs — response time, resolution time, call handling time, and CSAT

Participate in regular training sessions and quality audits

Suggest improvements to existing processes based on customer feedback

Cross-functional Coordination

Coordinate with sales, operations, and logistics teams to resolve customer issues

Share customer feedback and product complaints with relevant internal teams

Support new product launches by handling customer queries and awareness calls

Who You Are

Bachelor's degree in any discipline (preferred)

1–3 years of experience in customer service, BPO, or client-facing roles

Excellent verbal and written communication skills in English (and regional language if applicable)

Proficient in CRM tools such as Freshdesk, Zoho CRM, or Salesforce

Strong problem-solving and conflict resolution skills

Patient, empathetic, and calm under pressure

Ability to multitask and handle high volumes of customer interactions

Basic computer proficiency — MS Office, email, and chat tools

Nice to Have

Prior experience in e-commerce, BFSI, healthcare, or SaaS customer support

Knowledge of helpdesk tools like Zendesk or Intercom

Multilingual communication skills

Experience working in a night shift or international support environment