Customer Care Executive

Roles and Responsibilities

Customer Interaction:

Handle incoming calls, WhatsApp messages, and social media queries from customers regarding product inquiries, orders, or general assistance.

Provide accurate and prompt responses to customer queries about Clefill's product range, pricing, refilling service, delivery timelines, and refund policies.

Complaint Management:

Address customer complaints related to delivery delays, damaged products, or wrong items.

Gather relevant details and escalate issues to the appropriate internal teams (operations, quality, etc.) for resolution.

Offer solutions such as replacements, refunds, or rescheduled deliveries to ensure customer satisfaction.

Feedback and Retention:

Make outbound calls to customers for feedback or reviews 15 days post-delivery.

Inform customers about Clefill's referral program and other benefits during feedback calls.

Proactively reach out to inactive customers to share personalized offers and encourage order placement.

Order Management:

Assist customers in placing, editing, or canceling orders via calls, WhatsApp, or the website.

Process backend orders for customers who prefer placing orders over the phone.

Ensure all customer requests are logged and tracked for seamless follow-up.

Operational Support:

Coordinate with the delivery team to address missed deliveries or operational challenges.

Follow up with customers regarding their availability when delivery delays occur.

Promotional Outreach:

Handle follow-up calls for missed calls, abandoned carts, or promotional offers to drive customer engagement.

Key Skills Required:

Excellent verbal and written communication skills in [Languages, e.g., English & Hindi].

Strong problem-solving skills and ability to handle complaints with empathy and professionalism.

Ability to multi-task, prioritize, and manage time effectively.

Familiarity with CRM tools and basic proficiency in handling online communication platforms like WhatsApp, Instagram, and Facebook.

Customer-centric mindset with a proactive approach to addressing customer needs.

Qualifications

Minimum of Bachelor's degree or equivalent.

Previous experience in customer service, preferably in FMCG or D2C sectors, is a plus.