Time slot 3:00 pm to 10:00pm only

Job Description:

We are seeking a dedicated and enthusiastic Customer Care Executive to join our dynamic team. The ideal candidate will be responsible for managing customer inquiries, resolving issues efficiently, and ensuring an exceptional customer experience.

Key Responsibilities:

1. Customer Interaction:

  - Handle customer inquiries via phone, email, and chat promptly and professionally.

  - Provide accurate information about our internet plans, pricing, and services.

  - Assist customers with setting up and troubleshooting their internet connections.

2. Issue Resolution:

  - Identify customer issues related to connectivity, billing, and technical support.

  - Provide effective solutions or escalate complex issues to the technical support team when necessary.

  - Follow up with customers to ensure their issues are resolved to their satisfaction.

3. Customer Relationship Management:

  - Maintain detailed and accurate customer records in the CRM system.

  - Build and maintain positive relationships with customers to enhance loyalty.

  - Gather customer feedback and provide insights for service improvement.

4. Support Sales and Marketing:

  - Assist the sales team by providing customer insights and feedback.

  - Promote new internet plans and value-added services to existing customers.

  - Support marketing campaigns by addressing customer queries related to promotions and offers.

5. Technical Support Assistance:

  - Provide basic technical support and troubleshooting for internet issues.

  - Guide customers through setup and configuration of routers and modems.

  - Coordinate with the technical team for on-site support when needed.

6. Continuous Improvement:

  - Stay updated on the latest internet technologies and industry trends.

  - Participate in training sessions to enhance customer service skills.

  - Contribute to process improvements and efficiency initiatives within the customer care team.

Qualifications:

- Proven experience as a Customer Care Executive or in a similar customer service role, preferably in the ISP industry.

- Excellent communication skills, both verbal and written.

- Strong problem-solving skills and the ability to think on your feet.

- Familiarity with CRM systems and practices.

- Basic technical knowledge of internet services and networking.

- Ability to work independently and as part of a team.

- High school diploma or equivalent; a degree in a related field is a plus.