Customer Care Associate

3 weeks ago

Raipur India RAS Luxury Skincare Full time

Job Description

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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