Customer Care Executive

Customer Support Executive / Sr. Customer Support Executive:

1. Handling Incoming and Outbound calls of customers for claim registration and

processing

2. Answering customer across various channels including calls, WhatsApp, SMS, emails,

and live chat inquiries promptly

3. Actively listening to customer concerns and accurately identifying issues and

recording in CRM and generate service request number

4. Providing clear and concise information regarding TnC and services under registered

plan to Customers

5. Troubleshooting customer issues effectively using established procedures

6. Raise service request in CRM system and Ensure technician visits is arranged within 2

to 3 working days

7. Co-ordinate with Service Center for Visits, Update Repair status, Order Part

replacement, Call closure within TAT and payment

8. Identifying and timely escalation of complex customer issues to appropriate teams

9. Provide daily reporting of cases registered, and their status i.e. pending, work in

progress, parts pending, any service center issues, closed

10. Thorough understanding of company services, coverage, terms, exclusions, balance

claim liability amount and policies

11. Staying updated on each plan features, plan updates, and relevant service

knowledge

12. Identifying root causes of customer problem and Resolving customer issues to their

satisfaction

13. Monitoring customer feedback and addressing concerns proactively with Service

Centers

14. Maintaining accurate records of customer interactions within the CRM system.