Customer Care Specialist

7 days ago


Bengaluru, Karnataka, India LM Exchange Full time
Job Description

L M Exchange Company is a leading financial services provider in the UAE, offering a range of innovative solutions to customers worldwide. As a Customer Care Executive, you will play a pivotal role in ensuring exceptional service delivery and communication across multiple channels.

Main Responsibilities:
  1. Email and Query Management: Monitor and respond to emails from customers, stakeholders, and partners within defined Turnaround Time (TAT).
  2. Call Handling: Handle inbound calls professionally, addressing customer inquiries and directing calls as needed.
  3. Live Chat and Messaging: Engage with customers on chat platforms to resolve issues in real time.
  4. Query Management System (QMS): Track and manage queries through the QMS, ensuring timely resolution and closure.
  5. Customer Happiness Surveys: Monitor daily customer feedback and compile reports for management review to identify trends and opportunities for improvement.
  6. Training and Support: Conduct training sessions for branch staff to ensure adherence to QMS procedures and enhance customer interaction techniques.
  7. Escalation Management: Handle escalated issues with empathy and professionalism, ensuring swift and effective resolution.
  8. Quality Assurance and Reporting: Monitor KPIs, conduct quality checks, and prepare regular reports to support decision-making.
Requirements:
  • Experience: 1-2 years of experience in customer service or a related field.
  • Education: Bachelor's degree in any discipline.
  • Technical Skills: Proficient in email, live chat, and call-handling platforms; experience with QMS preferred.
  • Communication: Excellent verbal and written communication skills, with strong attention to grammar and detail.
  • Multitasking: Ability to manage multiple channels of communication simultaneously, ensuring timely and efficient customer service.
  • Analytical Skills: Ability to analyze customer data, spot trends, and recommend process improvements.
Key Skills:
  • Strong customer service and relationship-building skills.
  • High emotional intelligence to handle customer complaints and escalations with empathy.
  • Strong organizational skills and the ability to manage queries to closure.
  • Proficiency in using customer service tools such as QMS, live chat systems, and telephony platforms.
  • Ability to handle pressure, multitask, and meet deadlines.
  • Continuous improvement mindset, with a proactive approach to identifying and implementing process enhancements.
KPIs (Key Performance Indicators):
  • Email Response Time: Average time taken to respond to emails.
  • Customer Satisfaction Score: Feedback from customers reflecting overall satisfaction.
  • Issue Resolution Rate: Percentage of escalated issues resolved within defined timeframes.
  • Live Chat Efficiency: Average response time and satisfaction from chat interactions.
  • Query Management TAT: Percentage of queries handled within defined TAT.
  • Call Handling Metrics: Call duration, abandonment rate, and customer satisfaction with phone interactions.
  • Compliance with QMS: Adherence to procedures as measured by regular audits.
Benefits:
  • Full-time role.
  • Competitive salary.
  • Medical and health insurance.
  • Collaborative and positive work environment.

L M Exchange Company is a leading financial services provider in the UAE, offering a range of innovative solutions to customers worldwide. As a Customer Care Executive, you will play a pivotal role in ensuring exceptional service delivery and communication across multiple channels. With a strong focus on customer satisfaction, you will uphold high standards of service, monitor performance, and work closely with management to implement improvements.



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