Customer Care Associate

3 weeks ago

Raipur, India RAS Luxury Skincare Full time

Job Title: Customer Care Associate
Location: Raipur, Chhattisgarh
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.

Skills: email,chat,customer care

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