Care Executive

2 weeks ago

Bengaluru Karnataka, India HomeLane Full time

Job Description
- Job Title: Care Executive
Department: Care
Location: Bangalore

**Job Description**:
As a Care Executive, you will play a key role in managing post-installation support and driving customer satisfaction for the assigned cities. You will be the primary point of contact between customers, vendors, and internal teams to ensure timely and effective resolution of service tickets, especially those related to **Category-specific issues.**

Key Responsibilities:
Report directly to the Care Manager - HL Care.
1. Take end-to-end ownership of care operations in the assigned cities where HomeLane is operational.
2. Ensure timely resolution of customer-raised tickets in coordination with vendors and brand appliance partners, adhering to the defined ticket TAT (Turnaround Time).
3. Liaise with the Vendor Manager and vendor partners to handle escalations and track issue resolution.
4. Monitor for recurring issues from the same customer and proactively work to prevent repetition before closure.
5. Capture and track customer reviews and social media appreciation for service quality and care experience.
6. Track and record all care-related expenses for the assigned cities, ensuring alignment with the allocated budget.
7. Prepare and maintain detailed city-wise reports for internal reviews and audits.

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