Customer Care Executive

Job Description – Customer Care Associate (Voice Process)

Job Title: Customer Care Associate – Voice Process

Location: Bangalore

Work Mode: Work from Office (WFO)

Qualification: Intermediate (12th Pass) and Above

Experience: Freshers and Experienced Candidates

Preferred Experience: Minimum 6 months of BPO experience

Languages Required: Hindi and English

Reporting To: Team Leader

Shift Timings: Morning / General / Split Shifts

Versant Score: Minimum Level 4 (for Voice Process)

Position Summary:

The Customer Care Associate will be the first point of contact for customers, responsible for handling customer queries, providing accurate information, resolving concerns, and ensuring a positive customer experience through effective communication.

Key Responsibilities:

• Handle inbound and outbound customer calls professionally.
• Follow predefined communication scripts and process guidelines while interacting with customers.
• Understand customer requirements and provide appropriate solutions.
• Ensure customer queries are addressed, including calls during weekends and festivals.
• Identify opportunities to upsell products and services wherever applicable.
• Build and maintain positive, long-term customer relationships.
• Maintain accurate records of customer interactions and conversations in the CRM system.
• Develop strong product and process knowledge.
• Achieve assigned productivity, quality, and performance targets.
• Maintain service quality by following company standards and guidelines.

Required Skills

• Communication Skills: Good verbal and written communication skills in the required languages.
• Active Listening: Ability to understand customer concerns and provide accurate responses.
• Customer Handling: Strong customer engagement and problem-solving abilities.
• Adaptability: Ability to handle different customer queries and situations.
• Patience: Ability to remain calm and professional while handling difficult customers.
• Multitasking: Ability to manage multiple tasks while maintaining accuracy.
• Computer Knowledge: Basic knowledge of MS Office and CRM tools.
• Professionalism: Positive attitude and professional behaviour