Customer Care Executive

2 days ago

New Alipore Kolkata West Bengal, India CYC ENTERPRISES PVT LTD Full time

The Key Responsibility Areas (KRAs) of a Customer Care Executive:
1. **Customer Support and Service**:

- Ensure high levels of customer satisfaction by resolving issues efficiently and politely.
- Assist customers in troubleshooting problems, guiding them through services or product-related inquiries.

2. **Handling Customer Complaints**:

- Address customer complaints and concerns with a positive attitude, ensuring that the issue is resolved in a timely manner.
- Escalate unresolved issues to higher management or relevant departments as required.
- Follow up on escalated issues to ensure that they are resolved satisfactorily.

3. **Product/Service Knowledge**:

- Keep updated with the latest product or service offerings and changes to accurately inform customers.
- Provide clear and comprehensive information about the company's products and services.

4. **Documentation and Reporting**:

- Record all customer interactions, issues, and resolutions in the CRM (Customer Relationship Management) system.
- Provide regular reports on customer queries, complaints, and resolutions to the management team.

5. **Customer Retention and Relationship Building**:

- Ensure a positive relationship with customers by providing consistent and proactive service.
- Identify opportunities to upsell or cross-sell products/services to existing customers where appropriate.
- Build long-term customer relationships by ensuring customer needs are met.

6. **Quality Assurance**:

- Ensure that customer interactions adhere to company policies, standards, and procedures.
- Maintain quality of service by following best practices and customer service guidelines.

7. **Team Collaboration**:

- Collaborate with other teams (such as sales, technical support, or billing) to resolve complex customer issues.
- Share customer feedback with the relevant teams for continuous improvement.

8. **Performance Metrics**:

- Meet daily, weekly, or monthly targets for customer service, including call handling time, response time, and customer satisfaction ratings.
- Strive to improve performance metrics consistently by maintaining a high level of professionalism and efficiency.

9. **Problem Resolution**:

- Analyze customer issues to identify the root cause and provide effective solutions.
- Use problem-solving skills to deal with both routine and unexpected challenges.

10. **Customer Education**:

- Provide customers with instructions, FAQs, or self-help resources for common issues to promote self-service.

To sum up, Customer Care Executive can ensure smooth interactions with customers, high levels of satisfaction, and contribute to overall business success.

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

Pay: ₹9,000.00 - ₹15,000.00 per month

**Benefits**:

- Cell phone reimbursement

Schedule:

- Day shift

**Language**:

- Hindi (required)
- English (required)

Work Location: In person

**Speak with the employer**
+91 9147054648

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