Customer Care Executive

2 days ago

Ajmer Road Jaipur Rajasthan, India SpiderLink Networks Pvt Ltd Full time

*Job Title:* QRC Executive (Query, Request, Complaint) Management

*Key Responsibilities and Account abilities (KRA):*

1. *Query Management:*
- Ensure accurate and timely responses, maintaining high customer satisfaction.

2. *Request Handling:*
- Process and track customer requests from initiation to resolution.
- Collaborate with relevant teams to ensure requests are fulfilled promptly and effectively.

3. *Complaint Resolution:*
- Address and resolve customer complaints with a focus on root cause analysis and long-term solutions.
- Maintain detailed records of complaints and resolutions, ensuring all are addressed within the stipulated time frame.

4. *Cross-Functional Coordination:*
- Act as a liaison between customers and internal teams (e.g., support, operations, product) to facilitate issue resolution.
- Coordinate with cross-functional teams to ensure alignment and timely resolution of queries, requests, and complaints.

5. *SLA Compliance and Customer Updates:*
- Monitor and ensure compliance with Service Level Agreements (SLAs) for query, request, and complaint resolution.
- Provide regular updates to customers regarding the status of their queries, requests, and complaints, ensuring transparency and communication throughout the process.

6. *Reporting and Documentation:*
- Maintain accurate records of all customer interactions and resolutions.
- Prepare and analyze reports on query, request, and complaint trends to identify areas for improvement and assist in strategic decision-making.

7. *Continuous Improvement:*
- Identify and recommend process improvements to enhance customer experience and operational efficiency.
- Stay updated on industry best practices and integrate them into daily operations.

*Qualifications:*
- Proven experience in customer service or a similar role.
- Strong communication and interpersonal skills.
- Ability to manage multiple tasks and work under pressure.
- Proficiency in relevant software and tools.

*Skills:*
- Problem-solving and analytical skills.
- Attention to detail and organizational skills.
- Ability to work effectively with cross-functional teams.

**Benefits**:

- Provident Fund

Schedule:

- Day shift

**Education**:

- Bachelor's (preferred)

**Experience**:

- Technical support: 1 year (preferred)
- total work: 1 year (preferred)
- Customer service: 1 year (preferred)

**Language**:

- Hindi (preferred)
- English (preferred)

Work Location: In person

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