Job description

The Key Responsibility Areas (KRAs) of a Telecalling Executive:

1. Customer Support and Service:

Provide timely and effective solutions to customer queries via phone, email, chat, or in-person.

Ensure high levels of customer satisfaction by resolving issues efficiently and politely.

Assist customers in troubleshooting problems, guiding them through services or product-related inquiries.

2. Handling Customer Complaints:

Address customer complaints and concerns with a positive attitude, ensuring that the issue is resolved in a timely manner.

Escalate unresolved issues to higher management or relevant departments as required.

Follow up on escalated issues to ensure that they are resolved satisfactorily.

3. Product/Service Knowledge:

Keep updated with the latest product or service offerings and changes to accurately inform customers.

Provide clear and comprehensive information about the company's products and services.

4. Documentation and Reporting:

Record all customer interactions, issues, and resolutions in the CRM (Customer Relationship Management) system.

Provide regular reports on customer queries, complaints, and resolutions to the management team.

5. Customer Retention and Relationship Building:

Ensure a positive relationship with customers by providing consistent and proactive service.

Identify opportunities to upsell or cross-sell products/services to existing customers where appropriate.

Build long-term customer relationships by ensuring customer needs are met.

6. Quality Assurance:

Ensure that customer interactions adhere to company policies, standards, and procedures.

Maintain quality of service by following best practices and customer service guidelines.

7. Team Collaboration:

Collaborate with other teams (such as sales, technical support, or billing) to resolve complex customer issues.

Share customer feedback with the relevant teams for continuous improvement.

8. Performance Metrics:

Meet daily, weekly, or monthly targets for customer service, including call handling time, response time, and customer satisfaction ratings.

Strive to improve performance metrics consistently by maintaining a high level of professionalism and efficiency.

9. Problem Resolution:

Analyze customer issues to identify the root cause and provide effective solutions.

Use problem-solving skills to deal with both routine and unexpected challenges.

10. Customer Education:

Provide customers with instructions, FAQs, or self-help resources for common issues to promote self-service.

To sum up, Customer Care Executive can ensure smooth interactions with customers, high levels of satisfaction, and contribute to overall business success.

Job Types: Full-time, Permanent

Pay: ₹9,000.00 - ₹15,000.00 per month

Benefits:

Cell phone reimbursement

Schedule:

Day shift

Language:

Hindi (Required)