Customer Engagement Executive

KRA Toolkit - Customer Care Executive

Strategic Alignment:

• Core Focus: Transition from basic customer support to Proactive Customer Care

Excellence.

• Key Principles: Customer Satisfaction, Cost Leadership, Data Accuracy, Team

Coordination.

Tree of Commitment – Customer Care Perspective

• Roots: Customer data management, timely query resolution, coordination.

• Trunk: Effective communication, feedback collection, reporting discipline.

• Branches: Customer satisfaction, cost-efficient support, continuous improvement.

• Fruits: Happy customers, optimized costs, team synergy.

People Competence Integration - Competence Iceberg (ASK-TM Model)

• A - Attitude: Customer-centric, proactive, problem-solving mindset.

• S - Skill: Mastery in call management, data entry, online sheet management, customer

query resolution.

• K - Knowledge: Product knowledge, warranty/CMC details, customer relationship

management.

• T - Trait: Accuracy, discipline, empathy, integrity.

• M - Motive: Drive for customer satisfaction, data accuracy, and cost-efficient

operations.

Core Responsibilities:

1. Customer Query Management:

o Register breakdowns, installations, PM, and demo calls on the portal with

100% accuracy.

o Resolve customer queries within 24 hours, maintaining a query resolution log.

2. Customer Coordination & Data Management:

o Maintain an updated master database of customer information.

o Coordinate with in-house and field teams for smooth workflow.

o Maintain customer data sheets with complete accuracy.

3. Training & Support:

o Train new and existing staff on using online sheets.

o Provide remote support to field staff and customers for software upgrades.

4. Report Management:

o Submit weekly/monthly reports on sales and service revenue.

o Maintain reporting sheets with zero data errors.

5. Cost Control & Optimization:

o Suggest cost-saving ideas without affecting customer satisfaction.

o Implement at least 3 cost-saving initiatives per quarter.

6. Document Management & Compliance:

o Prepare and submit certificates, documents, and requisition forms.

o Ensure compliance with SOPs for documentation and data management.

7. Customer Feedback Collection:

o Collect and document customer feedback on services and products.

o Use feedback to suggest improvements in customer care.

8. Promotion of Offers:

o Inform customers of new schemes, offers, and promotions.

o Drive customer engagement through proactive communication.

9. Strategic Reporting & Compliance:

o Maintain online Google sheets with 100% accuracy.

o Submit daily and weekly reports to the reporting manager.

Key Result Areas (KRAs) - Competence Weighted:

KRA Target Weightage

Customer Query Resolution (Response Time) ≤ 24 hours 15%

Customer Data Management Accuracy 100% 15%

Report Submission Timeliness 100% 15%

Customer Feedback Collection ≥ 90% 10%

Training & Support Compliance 100% 10%

Cost Control Initiatives Implemented ≥ 3 per quarter 15%

Document Accuracy & Compliance 100% 15%

Promotion & Offer Communication 100% 10%

Strategic Goals for FY 2026–27:

• Maintain a 100% customer query resolution rate within 24 hours.

• Achieve 100% accuracy in customer data management.

• Implement ≥ 3 cost-saving initiatives per quarter without affecting service quality.

• Maintain a customer satisfaction rate of ≥ 90%.

Recognition & Growth:

• Customer Care Executives achieving 90%+ KRA performance will be eligible for

recognition and growth.

• Consistent performance in query resolution, customer satisfaction, and cost control

will be highlighted.

Monitoring & Review Mechanism:

• Weekly review of customer query resolution and feedback collection.

• Monthly performance analysis (KRA vs. Achievement).

• Immediate reporting for unresolved customer queries.