Customer Care Executive

Job Title

Customer Care Executive

Job Overview

We are looking for a Customer Care Executive to represent our brand—whether through follow-up calling, converting leads into appointments, managing inter-branch coordination, or ensuring a seamless customer experience. Your role is centered on proactive outreach, appointment setting, and collaboration with operations to boost conversions and customer satisfaction.

Key Responsibilities

Lead Management & Follow‑Up

• Conduct outbound follow-up calls to leads sourced from marketing, online inquiries, events, and referrals.
• Qualify leads by understanding customer needs, providing information, and scheduling appointments at branches.
• Maintain and update CRM records to reflect lead status, progress, and handover to sales or operational teams.

Appointment Coordination

• Schedule and confirm appointments between customers and branch representatives.
• Coordinate with branch staff to confirm availability and resolve scheduling conflicts.
• Send reminders and follow up before appointments to minimize no-shows and assist with preparations (directions, documentation, etc.).

Cross‑Branch and Operations Liaison

• Communicate regularly with branch teams to relay customer feedback, appointment updates, and concerns.
• Promptly escalate and resolve operational issues, such as rescheduling or paperwork delays.

Customer Care & Issue Resolution

• Serve as the first point of contact for customers, handling inquiries, cancellations, and providing relevant guidance.
• Ensure all customer interactions are logged accurately in the CRM system.
• Maintain a courteous and professional tone on all communications.

Reporting & Insight Contribution

• Achieve targets related to call volume, appointments scheduled, lead conversion rates, and follow-up quality.
• Report on lead quality, common objections, and potential improvements to processes or scripts.
• Work closely with sales and operations teams to optimize workflows and enhance efficiency.

Qualifications & Skills

• Education: High school diploma or equivalent (Bachelor’s degree preferred).
• Experience: 1–3 years in customer care, telesales, telemarketing, or appointment coordination roles.
• Skills:
• Strong phone etiquette, persuasive communication, and active listening
• Proven ability to convert leads and schedule appointments
• Excellent organizational skills and attention to detail
• Familiarity with CRM and scheduling tools
• Empathy, patience, and resilience in handling customer objections
• Ability to multitask and manage time in a fast-paced environment
• Personal Traits: Proactive, target-oriented, collaborative, and adaptable to evolving processes.

Work Conditions

• Full-time role (10 AM–7 PM).
• Office-based position with regular interaction across multiple branches.
• Performance incentives tied to lead conversion and appointment targets.

What We Offer

• Competitive salary with performance-based incentives.
• Training in product knowledge, CRM tools, and customer engagement strategies.
• Career development opportunities in customer success, operations, or sales.