Sr. Customer Care Associate

3 weeks ago

South Delhi, India Zero Solution Full time

Job Title: Sr. Customer Care

Location: Okhla Phase 2

Reports To: Chief Operating Officer

A Customer Care Executive is responsible for providing exceptional customer service and support to clients or customers. They handle inquiries, resolve issues, and ensure customer satisfaction through effective communication and problem-solving skills.

Responsibilities

1. Customer Interaction

a) Handle inbound and outbound customer calls, emails, and messages promptly and professionally.

b) Listen attentively to customer inquiries, concerns, and feedback, and provide accurate and timely responses.

c) Maintain a courteous and empathetic demeanor while addressing customer issues, ensuring a positive customer experience.

2. Issue Resolution

a) Identify customer needs, concerns, or complaints and work towards resolving them effectively and efficiently.

b) Troubleshoot product or service-related problems, and escalate complex issues to the appropriate department for resolution.

c) Follow up with customers to ensure their issues are resolved to their satisfaction and provide additional assistance or information as needed.

3. Product Knowledge

a) Acquire in-depth knowledge of the company's products or services to address customer inquiries and provide relevant information.

b) Stay updated on product features, specifications, pricing, and promotions to effectively assist customers and drive sales.

4. Documentation and Reporting

a) Document customer interactions, inquiries, and resolutions accurately in the customer relationship management (CRM) system.

b) Generate reports on customer feedback, issues, and trends to identify areas for improvement and implement corrective actions.

5. Customer Relationship Management

a) Build and maintain positive relationships with customers by delivering excellent service and demonstrating professionalism and integrity.

b) Proactively engage with customers to gather feedback, address concerns, and identify opportunities to enhance the customer experience.

6. Team Collaboration

a) Collaborate with internal departments such as sales, technical support, and operations to ensure seamless customer service delivery and resolution of customer issues.

b) Share customer insights, feedback, and best practices with team members to enhance customer satisfaction and performance.

7. Quality Assurance

a) Adhere to established quality standards and service level agreements (SLAs) in all customer interactions to ensure consistency and compliance with company policies and procedures.

b) Participate in training sessions and quality assurance initiatives to enhance product knowledge, communication skills, and service delivery.

Qualifications and Skills:

a) A high school diploma or equivalent, with a bachelor's degree preferred.

b) Previous experience in customer service, call center, or related field preferred

c) Excellent communication skills, both verbal and written

d) Strong interpersonal skills and ability to build rapport with customers

e) Problem-solving skills and ability to handle difficult situations with patience and empathy

f) Proficiency in using CRM software and other customer service tools

g) Ability to multitask, prioritize tasks, and work effectively in a fast-paced environment

h) Flexibility to work shifts including evenings, weekends, and holidays as required.

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