Customer Care Executive

Job Summary:We are seeking a proactive and customer-focused Customer Support Executive to manage customer interactions across voice, email, and chat channels. The role involves resolving queries, providing accurate information, and ensuring a seamless customer experience while adhering to company processes and quality standards.

• Key Responsibilities:Handle inbound and outbound customer interactions (calls, emails, chats) professionally
• Resolve customer queries, complaints, and requests in a timely manner
• Maintain high levels of customer satisfaction and service quality
• Accurately log and update customer interactions in CRM systems
• Follow standard operating procedures (SOPs) and compliance guidelines
• Escalate complex issues to the appropriate teams when required
• Meet defined KPIs such as AHT, CSAT, FCR, and productivity targets
• Stay updated with product/process knowledge and system changes
• Required Skills & Qualifications:Graduate / Undergraduate (as per company requirements)
• Strong communication skills (verbal and written)
• Basic computer proficiency and typing skills
• Ability to handle pressure and multitask effectively
• Customer-centric mindset with problem-solving skills
• Willingness to work in rotational shifts (including night shifts, if required)
• Preferred Qualifications:Prior experience in BPO / customer service (0–2 years)
• Familiarity with CRM tools and call center software
• Experience in voice/non-voice or blended processes
• Key Competencies:Active listening and empathy
• Time management
• Adaptability and teamwork
• Conflict resolution
• Work Environment:Fast-paced BPO environment
• 24/7 operations (shift-based)
• Performance-driven culture
• KPIs / Performance Metrics:Customer Satisfaction Score (CSAT)
• First Call Resolution (FCR)
• Average Handling Time (AHT)
• Quality Scores
• Adherence to schedule