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Customer Support Executive

2 weeks ago

Vaishali Nagar Jaipur Rajasthan, India Elliott Placement Solutions Full time

**Position Title**: Customer Care Executive
**Location**: Mansrover and Jagatpura Jaipur
**Reports To**: Customer Care Executive

**Job Overview**:
A Customer Care Executive (CCE) is responsible for handling customer queries, resolving complaints, and ensuring a positive customer experience. The role involves direct interaction with customers, addressing their needs, and providing timely solutions. The CCE plays a critical part in maintaining customer satisfaction and fostering loyalty.

**Key Responsibilities**:

- **Customer Support**:

- Assist customers with product-related questions and provide detailed information regarding features, benefits, and usage.
- **Issue Resolution**:

- Effectively manage and resolve customer complaints, ensuring a high level of satisfaction.
- Handle product or service issues, process returns, exchanges, or refunds, as necessary.
- **Customer Relationship Management**:

- Maintain a positive relationship with customers by offering high-quality service.
- Handle customer feedback, queries, and suggestions, and escalate complex issues as needed.
- **Order Assistance**:

- Assist customers with placing orders, tracking shipments, and making changes to orders as needed.
- Ensure that order delivery and follow-up inquiries are handled efficiently.
- **Documentation**:

- Record customer interactions and transaction details in the system accurately.
- Maintain customer service records, including queries, complaints, and feedback.
- **Promote Products and Services**:

- Inform customers about additional products, services, or promotions.
- Upsell or cross-sell relevant products or services to customers when appropriate.
- **Quality Assurance**:

- Adhere to company policies and procedures while delivering customer service.
- Follow established protocols to handle escalations and ensure consistent service delivery.
- **Team Collaboration**:

- Work with other departments, including sales, technical support, and billing, to resolve customer issues.
- Participate in team meetings to share feedback, resolve challenges, and improve service quality.
- **Customer Retention**:

- Ensure customers’ needs are met, leading to long-term satisfaction and retention.
- Identify opportunities to enhance customer experience and improve service delivery.
- **Performance Monitoring**:

- Meet key performance indicators (KPIs), such as response time, resolution time, and customer satisfaction scores.
- Maintain a professional and courteous manner at all times, adhering to quality standards.

**Skills & Qualifications**:

- **Communication**: Excellent verbal and written communication skills.
- **Customer-Focused**: Strong empathy and understanding of customer needs and concerns.
- **Problem-Solving**: Ability to think critically and resolve issues in a timely manner.
- **Multitasking**: Capable of handling multiple customer inquiries simultaneously.
- **Attention to Detail**: Accuracy in entering data, processing requests, and maintaining records.
- **Team Player**: Ability to work collaboratively with colleagues across departments.
- **Time Management**: Efficiently manage time to meet customer expectations and organizational goals.
- **Adaptability**: Flexibility to handle various shifts and adjust to changing customer service needs.

**Education & Experience**:

- **Education**: Minimum of high school diploma or equivalent; a bachelor’s degree is a plus.
- **Experience**: Prior experience in customer service, retail, or call center environments is advantageous but not mandatory.

**Work Environment**:

- Ability to work in a fast-paced and customer-centric environment.
- Flexibility to work in shifts, including evenings, weekends, and holidays if required.

**Job Types**: Full-time, Permanent, Fresher

Pay: ₹20,000.00 - ₹30,000.00 per month

**Benefits**:

- Health insurance
- Paid time off
- Provident Fund
- Work from home

Schedule:

- Day shift
- Morning shift
- Night shift
- Rotational shift

Supplemental Pay:

- Performance bonus

**Language**:

- Hindi (preferred)
- English (preferred)

Work Location: In person