Jr. Customer Care Executive

We are hiring **“Jr.Executive-Customer Care”**

Experience: 1-2 Years

Salary Package: 15-20K/Month

Work Location: Coimbatore

Phone : 9025700108

**Job Summary**: Senior Customer Service Representatives have a vital role in Customer Service departments, where they are responsible for supervising staff, assigning tasks, and reporting to superiors, as well as solving customer inquiries and problems and improving strategies and procedures.

**Key Responsibilities**:
**Call Centre Management**:

- **Team Leadership**:

- Lead and manage a team of call centre executives, providing guidance, support, and training as needed.
- Set performance targets and KPIs for the team and monitor their performance regularly.
- **Call Handling**:

- Ensure prompt and courteous handling of incoming customer calls and inquiries.
- Supervise call centre executives to ensure adherence to established scripts and protocols.

**IVR Facilities Oversight**:

- **IVR System Maintenance**:

- Manage and maintain the interactive voice response (IVR) system to facilitate efficient call routing and resolution.
- Regularly update IVR menus and options based on customer feedback and business requirements.
- **Call Routing**:

- Develop and implement effective call routing strategies to ensure that customer calls are directed to the appropriate departments or personnel.
- Optimize call routing processes to minimize wait times and maximize customer satisfaction.

**Quality Assurance and Reporting**:

- **Call Monitoring**:

- Monitor customer calls for quality assurance purposes, ensuring adherence to established standards of service and professionalism.
- Provide feedback and coaching to call centre executives to improve performance and customer interactions.
- **Record Keeping**:

- Maintain detailed records of customer interactions, including call logs, inquiries, and resolutions.
- Compile data and generate reports on call centre performance, customer feedback, and trends.

**Customer Satisfaction and Issue Resolution**:

- **Escalation Management**:

- Handle escalated customer issues and complaints, providing timely and effective resolutions.
- Work closely with other departments to address customer concerns and ensure satisfactory outcomes.
- **Customer Feedback**:

- Collect and analyze customer feedback to identify areas for improvement in products, services, and customer support processes.
- Implement initiatives to enhance customer satisfaction and loyalty.

**Team Collaboration and Training**:

- **Cross-Functional Collaboration**:

- Collaborate with other departments, including sales, operations, and customer service, to streamline processes and improve the overall customer experience.
- Participate in cross-functional meetings and initiatives to address customer-related issues and opportunities.
- **Training and Development**:

- Provide ongoing training and development opportunities to call centre executives to enhance their skills and knowledge.
- Conduct regular performance reviews and provide constructive feedback to support career growth and development.

**Qualifications and Requirements**:

- Bachelor's degree or equivalent in any discipline with a minimum experience of 5 years in call centre management.
- Excellent communication and interpersonal abilities.
- Proficiency in call centre software and IVR systems.
- Knowledge of customer service best practices and quality assurance principles.

Pay: ₹15,000.00 - ₹20,000.00 per month

**Benefits**:

- Cell phone reimbursement
- Health insurance
- Provident Fund

Schedule:

- Day shift

Supplemental Pay:

- Yearly bonus

Work Location: In person