Customer Care Executive

6 days ago


Pune, India PadCare Full time

Position: Customer Care Associate

Location: Pune, India

Job Type: Full-time

Experience: > 3 years


PadCare is a forward-thinking company dedicated to sustainable solutions.

The Customer Care Executive is responsible for managing and resolving customer complaints effectively through a structured complaint management system. This role involves logging complaints, prioritizing them, investigating issues, communicating with customers throughout the resolution process, and ensuring compliance with regulatory standards. Additionally, the Customer Care Executive will focus on continuous improvement by analyzing feedback, identifying trends, and implementing enhancements to optimize customer satisfaction.


Key Responsibilities:


Complaint Intake and Logging:


  • Ensure complaints are received through multiple channels and logged accurately in a centralized system
  • Acknowledge receipt of complaints promptly to customers.


Categorization and Prioritization:


  • Classify complaints based on severity and priority.
  • Route complaints to relevant teams or departments for resolution.


Investigation and Resolution:


  • Analyze complaints thoroughly, collaborate with necessary departments, and facilitate resolution.
  • Document all steps taken and maintain records of resolutions.


Communication:


  • Provide regular updates to customers on the status of their complaints.
  • Notify customers promptly upon resolution and ensure satisfaction with the outcome.
  • Follow up with customers to ensure resolution has been effective.


Monitoring and Reporting:

  • Track the progress of complaints through to resolution.
  • Monitor Key Performance Indicators (KPIs) related to Mean Time to Acknowledge (MTTA) and Mean Time to Resolve (MTTR).
  • Generate reports on complaint trends, performance metrics, and areas for improvement.


Feedback and Continuous Improvement:

  • Collect feedback from customers regarding complaint handling processes.
  • Conduct root cause analysis on recurring issues and implement corrective actions.
  • Provide training to staff based on identified improvement areas.



Compliance and Documentation:

  • Ensure all complaint handling processes comply with regulatory requirements.
  • Regularly update policies and procedures related to complaint management.


Data Insights to the Team:

  • Analyze complaints through dashboard graphs.
  • Identify and address challenges promptly.
  • Complete dashboard reviews and data analysis by the 1st of every month.


Qualifications and Skills:


  • Proven experience in customer service or complaint management.
  • Strong communication and interpersonal skills.
  • Analytical mindset with the ability to interpret data and trends.
  • Excellent organizational and problem-solving abilities.
  • Knowledge of regulatory requirements and compliance in complaint handling.




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