Senior Customer Care Coordinator

We are looking for an experienced Senior Customer Care Representative to handle customer interactions, resolve escalations, and ensure high levels of customer satisfaction. The ideal candidate will act as a bridge between customers, junior agents, and management while maintaining service quality and meeting performance targets.

• Key ResponsibilitiesHandle inbound and outbound customer interactions via phone, email, chat, or social media
• Resolve complex customer queries and escalations effectively
• Provide accurate information about products, services, and policies
• Ensure first-call resolution and customer satisfaction
• Support and guide junior customer care executives when required
• Maintain detailed and accurate records in CRM systems
• Follow company SOPs, compliance guidelines, and quality standards
• Identify recurring issues and share feedback with management
• Meet or exceed KPIs such as CSAT, AHT, and resolution rate
• Required Skills & QualificationsGraduate / Undergraduate (any discipline)
• 2–5 years of experience in customer service or call center operations
• Excellent communication skills (English + regional language preferred)
• Strong problem-solving and conflict-resolution skills
• Ability to handle pressure and difficult customers calmly
• Working knowledge of CRM tools and MS Office
• Customer-focused mindset with attention to detail
• Preferred SkillsExperience handling escalations or team support
• Exposure to BPO / BFSI / E-commerce / Telecom / EdTech domains
• Basic knowledge of reporting and quality metrics
• Work DetailsShift: Rotational / Day shift (as applicable)
• Location: [Mentioned location]
• Salary: As per industry standards + incentives