Customer Care Executive

Key Responsibilities

• Handle inbound/outbound voice calls or email for resolving customer queries

• Listen to and understand customer requirements

• Provide product/service details and benefits to customers

• Provide end-to-end solutions to the customer

• Ask the correct questions – probing and prompting the customer wherever required

• Timely and accurate capturing of all information given by the customer

• Timely follow-up with brands as per escalation matrix till closure

• Stay current with knowledge of products, processes, and services offered by the client

• Ensure full adherence to all quality parameters and SOP

• Co-operate with other team members, SMEs, and Team Leaders

• Ensure 100% adherence to schedule

• Escalate the call to the Team Leader/Manager wherever desirable

• Handle irate/demanding customers in a tactical manner

Skills & Competencies

• Good typing skills – Minimum 15 WPM / 75% accuracy

• Adept at operating computers; familiarity with the internet is desired

• Process orientation and systems thinking

• Average to good communication skills in English and Hindi

• Pleasing telephone etiquette and customer focus

• Willingness to learn