Customer Care Executive

JD & Competencies of Advisor

Designation: Advisor/CCE/CSA

Qualification: +3 and above

Experience: Fresher/6 months Experience

Reporting to: Team Leader

Job Description:

The Call Centre Advisor is responsible for Customer queries/Complain/Request in form of Chat support  with performance standards.

Key Responsibilities:

• Answer customer professionally and respond to queries, complaints, and requests.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Provide accurate, valid, and complete information using the right methods/tools.
• Follow communication scripts, policies, and procedures.
• Identify and escalate priority issues to the appropriate channels.
• Achieve individual and team performance targets (AHT, Quality, CSAT, etc.).
• Document all chat nformation accurately in the CRM system.
• Participate in training sessions to improve service skills and product knowledge.
• Adhere to work schedules and maintain attendance and punctuality.
• Handle high-volume calls during peak periods calmly and efficiently.

Key Competencies:

1. Communication Skills:

• Clear and fluent verbal communication
• Active listening and comprehension
• Good command of language through chat/voice (English/Hindi /regional as required)

2. Customer Service Orientation:

• Patience and empathy
• Conflict resolution and problem-solving abilities
• Ability to remain calm under pressure

3. Technical Skills:

• Basic computer literacy
• Good at typing with accuracy
• Familiarity with call handling systems and CRM tools
• Proficiency in MS Office (Excel, Word, Outlook – basic level)

4. Behavioral Skills:

• Positive attitude and willingness to learn
• Team collaboration
• Adaptability to change and shift schedules
• Attention to detail and accuracy in data entry

5. Performance Attributes:

• Time management and punctuality
• Goal-oriented with the ability to meet or exceed targets
• Quality-focused approach to customer interactions

Work Environment:

• Rotational shifts, including weekends and public holidays
• Fast-paced and target-driven
• Requires headset usage and prolonged screen time