Job Description

Position Title

: Customer Care Executive

Location

: Mansrover and Jagatpura Jaipur

Reports To

: Customer Care Executive

Job Overview

:

A Customer Care Executive (CCE) is responsible for handling customer queries, resolving complaints, and ensuring a positive customer experience. The role involves direct interaction with customers, addressing their needs, and providing timely solutions. The CCE plays a critical part in maintaining customer satisfaction and fostering loyalty.

Key Responsibilities

:

Customer Support

: Answer customer inquiries through phone, email, or chat. Assist customers with product-related questions and provide detailed information regarding features, benefits, and usage.

Issue Resolution

: Effectively manage and resolve customer complaints, ensuring a high level of satisfaction. Handle product or service issues, process returns, exchanges, or refunds, as necessary.

Customer Relationship Management

: Maintain a positive relationship with customers by offering high-quality service. Handle customer feedback, queries, and suggestions, and escalate complex issues as needed.

Order Assistance

: Assist customers with placing orders, tracking shipments, and making changes to orders as needed. Ensure that order delivery and follow-up inquiries are handled efficiently.

Documentation

: Record customer interactions and transaction details in the system accurately. Maintain customer service records, including queries, complaints, and feedback.

Promote Products and Services

: Inform customers about additional products, services, or promotions. Upsell or cross-sell relevant products or services to customers when appropriate.

Quality Assurance

: Adhere to company policies and procedures while delivering customer service. Follow established protocols to handle escalations and ensure consistent service delivery.

Team Collaboration

: Work with other departments, including sales, technical support, and billing, to resolve customer issues. Participate in team meetings to share feedback, resolve challenges, and improve service quality.

Customer Retention

: Ensure customers' needs are met, leading to long-term satisfaction and retention. Identify opportunities to enhance customer experience and improve service delivery.

Performance Monitoring

: Meet key performance indicators (KPIs), such as response time, resolution time, and customer satisfaction scores. Maintain a professional and courteous manner at all times, adhering to quality standards.

Skills & Qualifications

:

Communication

: Excellent verbal and written communication skills.

Customer-Focused

: Strong empathy and understanding of customer needs and concerns.

Problem-Solving

: Ability to think critically and resolve issues in a timely manner.

Multitasking

: Capable of handling multiple customer inquiries simultaneously.

Attention to Detail

: Accuracy in entering data, processing requests, and maintaining records.

Tech-Savvy

: Proficient with customer service software, CRM tools, and MS Office applications.

Team Player

: Ability to work collaboratively with colleagues across departments.

Time Management

: Efficiently manage time to meet customer expectations and organizational goals.

Adaptability

: Flexibility to handle various shifts and adjust to changing customer service needs.

Education & Experience

:

Education

: Minimum of high school diploma or equivalent; a bachelor's degree is a plus.

Experience

: Prior experience in customer service, retail, or call center environments is advantageous but not mandatory.

Work Environment

:

Ability to work in a fast-paced and customer-centric environment. Flexibility to work in shifts, including evenings, weekends, and holidays if required.
Job Types: Full-time, Permanent, Fresher

Pay: ?20,000.00 - ?30,000.00 per month

Benefits:

Health insurance Paid time off Provident Fund Work from home
Schedule:

Day shift Morning shift Night shift Rotational shift
Supplemental Pay:

Performance bonus
Language:

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