Customer Care Executive

Key Responsibilities

• Blended Channel Management: Alternate seamlessly between incoming customer phone calls and written tickets (email/live chat).
• Escalation Resolution: Defuse high-stress phone calls regarding lost packages, incorrect deliveries, or payment declines.
• Order Troubleshooting: Update order records, verify shipping addresses, process cancellations, and issue replacement items.
• Transaction Validation: Verify banking codes and fraud alerts on billing discrepancies before releasing account credits.
• CRM Data Entry: Log detailed, concise call notes and chat transcripts in the customer database simultaneously while speaking.

Required Skills and Qualifications

• Experience: At least 1 year of customer support experience, specifically within a blended or semi-voice process.
• Verbal Communication: Strong spoken English with excellent diction, a professional phone etiquette, and active listening skills.
• Written Communication: Ability to compose grammatically correct, empathetic, and jargon-free text responses.
• Multitasking Proficiency: Proven ability to navigate multiple database tabs and systems while holding a live phone conversation.
• Technical Setup: Comfort using helpdesk ticketing platforms