Customer Care Executive

Role Overview

We are looking for a responsible and customer-focused Operation Executive to manage customer support, store coordination, and pickup & delivery operations while ensuring 100% SLA compliance.

This role plays a critical part in delivering excellent customer experience, smooth operations, and inbound sales growth.

Key Responsibilities

Customer Support & Ticket Management

Handle 100–150+ customer calls daily efficiently

Promptly attend to customer queries and create tickets immediately in the CRM/helpdesk system

Ensure accurate logging of all customer concerns without delay

Manage and resolve customer complaints and escalations within SLA timelines

Visit customers (only when required) to resolve critical escalations

Maintain high levels of customer satisfaction and service quality

Operations & SLA Management

Ensure 100% on-time pickup and delivery of orders

Track all active orders and proactively prevent delays

Maintain strict SLA compliance across all orders

Coordinate with logistics, stores, and backend teams for execution

Ensure all stores open and close on time

Internal Coordination & Communication

Coordinate effectively with internal teams via WhatsApp and internal tools

Act as a central communication bridge between customers, stores, and operations

Ensure quick resolution by following up with concerned teams continuously

Manage real-time issue handling and escalation flow

Store & Resource Management

Work closely with shop managers and Feild team

Handle resource allocation and emergency staff adjustments

Ensure smooth functioning of stores and service delivery

Sales & Customer Engagement

Drive inbound sales through customer interaction

Inform customers about services, offers, and promotions

Cross-sell and upsell relevant services

Support execution of marketing campaigns and promotional activities

Customer Experience & Feedback

Collect and analyze customer feedback on service quality

Share insights with management and backend teams

Build strong customer relationships and trust

Continuously improve service standards

Digital & Public Interaction

Respond to customer queries across social media platforms (Google, Facebook, etc.)

Support and maintain brand reputation through timely communication

Key Skills & Requirements

Strong communication skills in English and Hindi

Ability to handle high call volumes (100–150+ calls/day)

Excellent problem-solving and escalation handling skills

Customer-first approach with a sales mindset

Strong coordination and multitasking ability

Basic computer knowledge (CRM/helpdesk tools preferred)

Experience & Eligibility

Experience: 3 – 10 years (Customer support / operations preferred)

Industry: Service, logistics, retail, or similar

Gender: Male candidates preferred

Compensation & Benefits

Salary: ₹18,000 – ₹22,000 per month

Incentives based on performance

ESI + Insurance

Work Schedule

Shift: 9 AM – 7 PM or 11 AM – 9 PM

Weekly Off: Rotational