Customer Care Executive

📌 Core Roles of a CCE in BPO

• Customer Interaction: Handle inbound/outbound calls, emails, or chats to resolve customer queries.
• Issue Resolution: Provide prompt solutions to complaints, service requests, and product-related concerns.
• Data Entry & Documentation: Maintain accurate records of customer interactions and transactions.
• Product/Service Knowledge: Stay updated on offerings to guide customers effectively.
• Escalation Handling: Identify complex issues and escalate to higher authorities when needed.
• Quality Assurance: Follow scripts, compliance guidelines, and service standards.
• Sales Support: Upsell or cross-sell products/services when applicable.
• Feedback Collection: Gather customer feedback to improve service delivery.
• Team Coordination: Collaborate with peers and supervisors for smooth operations.
• Performance Tracking: Meet KPIs like call handling time, resolution rate, and customer satisfaction.