Job Description

Job Title: Customer Care Associate

Location: Raipur

Department: Customer Support / Sales

Reports To: Customer Care Manager / Team Lead

Job Summary:

The Customer Care Associate is responsible for delivering exceptional customer service through multiple communication channels, including calls, emails, chat, and in-person interactions. The role involves addressing customer queries, resolving issues, retaining customers, supporting sales activities, and ensuring a positive customer experience across all touchpoints.

Key Responsibilities:

Handle Customer Calls (Inbound & Outbound)

Manage high-volume inbound and outbound calls in a timely manner. Follow communication scripts and processes when handling different topics.

Email & Chat Support

Respond to customer queries and concerns via email and chat with accuracy and professionalism. Maintain response time and resolution benchmarks.

Sales Support

Promote and cross-sell products or services based on customer needs. Meet or exceed sales and conversion targets as assigned.

Customer Retention

Identify opportunities to retain existing customers through excellent service and personalized offers. Handle cancellation requests and attempt to resolve underlying issues.

New Customer Onboarding / Visits

Assist with onboarding new customers and ensure smooth onboarding experiences. Conduct physical or virtual visits (if required) to build strong customer relationships.

Problem Solving & Issue Resolution

Investigate and resolve customer complaints efficiently and effectively. Provide timely feedback and follow-up to ensure complete customer satisfaction.

Escalation Handling

Escalate complex or unresolved issues to the appropriate team or manager in a timely manner. Track escalations to closure and ensure proper documentation.

Voice, Chat, and Email Process Management

Maintain quality and consistency across all communication channels. Adhere to service level agreements (SLAs) and customer experience guidelines.

Inbound and Outbound Process Management

Manage both proactive outbound interactions (e.g., follow-ups, feedback calls) and reactive inbound queries. Maintain call logs and update customer records accurately in CRM systems.

Required Skills & Qualifications:

Excellent verbal and written communication skills. Strong interpersonal and problem-solving abilities. Ability to multitask, prioritize, and manage time effectively. Proficiency with customer service software (e.g., CRM, ticketing tools). Sales-oriented mindset with a focus on customer satisfaction. Previous experience in customer service, support, or telesales is preferred.
Job Type: Full-time

Pay: ₹15,000.00 - ₹30,000.00 per month

Language:

English (Preferred) Hindi (Preferred)
Work Location: In person