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Employee Relations

2 weeks ago

Noida, India eTeam - HR Full time

**Position Overview**: As a Customer Care Consultant, you will be responsible for providing exceptional customer service to our clients. You will act as the primary point of contact for addressing inquiries, resolving issues, and ensuring customer satisfaction. Your role will involve utilizing strong communication skills, problem-solving abilities, and product knowledge to deliver a seamless customer experience.

**Key Responsibilities**:
**Employee Onboarding**: Facilitating the onboarding process for new hires, including orientation sessions, paperwork completion, and introduction to company policies and culture.

**Employee Relations**: Handling employee grievances, conflicts, and disciplinary actions in accordance with company policies and legal requirements.

**Compliance**: Keeping abreast of changes in employment laws and regulations, and ensuring compliance in all activities. Developing and updating policies and procedures to ensure compliance with labor laws and industry regulations.

**Issue Resolution**: Troubleshoot customer problems, identify root causes, and take appropriate actions to resolve issues efficiently while maintaining customer satisfaction.

**Documentation**: Maintain detailed records of customer interactions, including inquiries, complaints, and resolutions, in the customer relationship management (CRM) system.

**Cross-functional Collaboration**: Collaborate with other departments such as finance, legal, and HR to address customer issues and improve overall customer experience.

**Feedback Collection**: Gather customer feedback and insights to identify areas for improvement in products, services, or processes.

**Continuous Improvement**: Stay updated on product features, industry trends, and best practices in customer service to continuously enhance service delivery.

**Escalation Handling**: Escalate complex or unresolved issues to appropriate channels within the organization for further investigation and resolution.

**Offboarding and Customer care**

**Requirements**:

- Bachelor's degree in Business Administration, Communication, or related field preferred.
- Previous experience in customer service or related role.
- Excellent communication skills, both verbal and written.
- Strong problem-solving abilities and attention to detail.
- Ability to multitask and prioritize in a fast-paced environment.
- Proficiency in CRM software and Microsoft Office Suite.
- Positive attitude and willingness to learn.
- Ability to work flexible hours, including evenings and weekends if required.