Customer Care Executive

Position: Customer Care Executive Role Overview We are looking for a customer-focused Customer Care Executive to handle customer queries through voice calls and email. The ideal candidate should have good communication skills, a problem-solving mindset, strong attention to detail, and a willingness to learn. The role involves understanding customer requirements, providing accurate information and solutions, coordinating with relevant brands/teams, and ensuring timely resolution of customer concerns. Key Responsibilities · Handle inbound and outbound voice calls and email queries and provide effective resolutions. · Listen actively and understand customer requirements, concerns, and expectations. · Provide customers with accurate information about products, services, features, and benefits . · Deliver end-to-end solutions while ensuring a positive customer experience. · Ask relevant questions and use effective probing and prompting techniques to identify the customer's exact requirement. · Accurately capture and update all customer information, interactions, and case details in the designated systems. · Conduct timely follow-ups with brands/internal teams as per the defined escalation matrix until the issue is resolved. · Maintain up-to-date knowledge of the client's products, processes, policies, and services . · Ensure complete adherence to quality standards, SOPs, processes, and compliance requirements . · Collaborate effectively with team members, SMEs, Team Leaders, and other stakeholders to resolve customer concerns. · Maintain 100% adherence to assigned schedules and work timings . · Escalate complex, sensitive, or unresolved cases to the Team Leader/Manager whenever required. · Handle irate, demanding, or dissatisfied customers with patience, professionalism, and tact . · Consistently work toward achieving defined customer satisfaction, quality, productivity, and performance targets . Skills & Competencies · Good typing speed minimum 15 WPM with 75% accuracy . · Comfortable using computers and basic internet applications. · Good understanding of process-oriented work and systems . · Average to good verbal and written communication skills in English and Hindi . · Pleasant telephone etiquette and a strong customer-service orientation . · Good listening, probing, and problem-solving skills. · Ability to remain calm and professional while handling challenging customers. · Strong attention to detail and accuracy. · Ability to work effectively as part of a team. · Willingness to learn and adapt to new products, processes, and systems. What We Offer · Fixed monthly salary as per location and applicable salary structure. · Performance-based incentives . · PF, ESI, and other applicable statutory benefits . · Structured on-the-job training and process support . · Clear career growth opportunities, including progression toward Team Leader and Quality Analyst (QA) roles . · A positive, professional, and supportive work environment . · Opportunities to develop skills in customer service, communication, problem-solving, and process management . Ideal Candidate The ideal candidate is someone who enjoys interacting with customers, can understand and resolve queries efficiently, communicates professionally, and is comfortable working in a structured, target-driven environment. If you are customer-focused, eager to learn, and looking for an opportunity to build a career in customer service, we would love to hear from you.