Customer Care Executive

Dear Applicant, Greetings from Hirion Service! We are pleased to share the detailed Job Description for the role of Inbound Caller at Hirion Service. Job Title: Inbound CallerLocation: RemoteJob Type: Full-Time Key Accountabilities: · Handling Inbound Calls: Manage a high volume of inbound calls, ensuring all customer inquiries are addressed effectively and efficiently.· Customer Service Excellence: Provide top-quality service to callers, ensuring they receive clear, accurate, and timely information.· Handling Challenging Customers: Professionally manage and de-escalate calls from difficult or angry customers, maintaining patience and professionalism at all times.· Problem Solving: Quickly assess customer needs and provide solutions, escalating issues to appropriate departments when necessary.· Clear and Effective Communication: Demonstrate strong English communication skills, both verbal and written, to ensure clarity and professionalism during all interactions.· Documentation & Reporting: Maintain accurate records of customer interactions, including any issues, resolutions, and follow-up actions.· Adherence to Call Scripts: Follow established guidelines and scripts to ensure consistency in handling calls while personalizing interactions where appropriate.· Efficiency & Time Management: Be prompt and efficient in handling calls, minimizing wait times for customers while ensuring quality service.· Customer Satisfaction: Strive to exceed customer expectations, ensuring a positive experience with every interaction.· Team Collaboration: Work closely with other team members and departments to provide seamless service and escalate complex issues as needed.· Feedback & Improvement: Actively participate in team meetings, providing feedback on processes and suggesting improvements to enhance the customer experience. Required Skills & Qualifications: · Excellent English communication skills, both verbal and written.· Strong problem-solving abilities with the ability to think quickly on your feet.· Ability to handle difficult and sometimes aggressive customers with patience and professionalism.· Excellent time management skills and ability to work under pressure.· Good interpersonal skills and a team-oriented mindset.· Prior experience in inbound customer service or call centre roles is preferred.· Strong multitasking abilities and attention to detail.· Ability to adapt to changing processes and customer needs.Working Hours & Schedule: Ø Shift Timing: 10:00 AM to 09:00 PM (11 hr total, including breaks).Ø Breaks: 1-hour 30 minutes complete break.Ø Work Hours: 8 hours of productive time daily.Ø Work Schedule: 6 days a week with Sunday fixed off.Ø Equipment: Laptop, Wi-Fi, and power backup are mandatory.Ø Training Period: 10 days (5 days of training + 5 days of OJT). Training payout included in final settlement. Certification required post-training.Ø Leaves: 1 paid leave every month after training.Ø Payday: 12th of every month.Ø Resignation: Not allowed in the first three months. Terminated employees cannot claim full and final settlement.