Customer Care Executive

Customer Care Executive – Job Profile

Job Summary:

We are looking for a customer-focused and responsible Customer Care Executive to handle customer queries, provide timely assistance, resolve complaints, and ensure a high level of customer satisfaction. The candidate will act as a key point of contact between customers and the organization.

Key Responsibilities

• Handle customer calls, emails and other communication channels.
• Respond to customer queries regarding products, services, memberships, bookings, benefits, and policies.
• Resolve customer complaints professionally and within the defined turnaround time.
• Maintain accurate records of customer interactions, complaints, and resolutions.
• Coordinate with internal departments and partner hotels/businesses to resolve customer issues.
• Follow up with customers to ensure satisfactory resolution of their concerns.
• Provide clear and accurate information about company policies, offers, services, and terms & conditions.
• Escalate complex or unresolved issues to the concerned manager.
• Maintain a positive, professional, and courteous approach while dealing with customers.
• Support customer retention and build strong customer relationships.
• Prepare regular reports related to customer complaints, calls, and service issues.
• Ensure all customer requests are handled within the organization's service standards.

Required Skills

• Excellent verbal and written communication skills.
• Good listening and problem-solving abilities.
• Customer-oriented and patient approach.
• Basic knowledge of MS Office/Google Workspace.
• Ability to manage multiple customer requests simultaneously.
• Good follow-up and coordination skills.
• Ability to work under pressure and meet deadlines.
• Prior experience in customer care, hospitality, sales support, or membership services will be an advantage.

Experience

1–3 years of experience in customer care, tele-calling, hospitality, front office, or a related field.

Education

Graduate preferred; candidates with relevant experience may also be considered.

Key Performance Areas (KPIs): Customer satisfaction, complaint resolution time, response time, follow-up efficiency, call handling, and customer retention.