Customer Care Executive
2 weeks ago
Key Responsibilities:
- Revert to customer queries regarding pricing, availability and other queries following the standard templates used to respond to Customers queries.
- Reverting to the customers on time by maintaining the TAT and managing the response time on Emails & Calls.
- Manage calls & emails/Wapp queries and resolve customer queries/ grievances by forwarding them to the concerned department.
- The resource will also be trained on Providing satisfactory resolution to Ecom (online) & Store (offline) Customers through the below modes of Communication within the given TAT:
- Incoming Calls (Stores & Ecom), WhatsApp Messages, Emails.
- Outbound Calls (In case of any Concern/follow up/Updates, where it is essential to speak personally to the customer) & Emails.
- Greet customers warmly, as per the Script and learn the customer concern to resolve the query efficiently, in a timely manner.
- Database Management - Maintain record of all the emails and unique queries received through the all the mediums of communication on Simplify 360 tool (Customer Interaction Login Software). A ticket is to be raised against every such query/complaint. Each case needs to be closed with a satisfactory resolution.
- Stay updated on Processes as per the SOP's.
Job Requirement:
- Excellent communication skills (written and verbal) – define: Ability to communicate fluently in English which is grammatically appropriate, tone and voice setting as per the customer care needs, patient listener & understanding of the foreign accent.
- Being diligent and precise in terms of record keeping on the Simplify 360 Software.
- Understand the customer needs/concerns and provide the best solution to the customer (solution provider).
- Ability to independently manage the role in the given shift.
- Should be well versed with working on a Laptop & Android Mobile Handset.
- Familiarity with Microsoft Outlook, Microsoft Office (Word & Excel) and Internet Explorer/Chrome.
- Ability to successfully adapt to changes in the work environment.
- Take Ownership to resolve the customers query or complaint as per given TAT. Proactive redressal of customer queries & grievance is expected.
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