Customer Care Executive

7 days ago

Parel Mumbai Maharashtra, India Multi Import Full time

**Customer Support Executive - (Female Only)**

**Objective**
The Customer Support Executive (CSE) will act as a primary point of contact for customers, ensuring timely and effective resolution of inquiries, issues, and concerns while maintaining high customer satisfaction levels. The role requires a proactive and empathetic approach to customer interactions, efficient problem-solving, and adherence to company policies.

**Key Responsibilities.**
**1. Customer Interaction and Query Resolution**
- Provide accurate, valid, and comprehensive information about products/services.
- Handle and resolve customer complaints with patience and professionalism.
- Escalate complex issues to relevant departments and ensure timely follow-up and resolution.
- Record all customer interactions in the system.

**2. Problem-Solving and Troubleshooting**
- Identify and troubleshoot issues faced by customers and provide appropriate solutions or alternatives.
- Monitor recurring customer concerns and suggest improvements to products/services.

**3. Documentation and Reporting**
- Maintain detailed records of customer interactions, including inquiries, complaints, and resolutions.
- Prepare regular reports on customer feedback, common issues, and resolution timelines.
- Contribute to the creation and maintenance of a knowledge base for frequently asked questions and solutions.

**4. Customer Retention and Relationship Building**
- Build trust and relationships with customers through a courteous and empathetic approach.
- Identify opportunities for upselling or cross-selling products/services during interactions.
- Conduct post-resolution follow-ups to ensure customer satisfaction.

**5. Adherence to Policies and Standards**
- Comply with company policies, guidelines, and service level agreements (SLAs).
- Maintain a professional tone and demeanor in all customer communications.
- Ensure confidentiality and security of customer data.
- Maintain a high standard professionalism with internal team.

**Key Deliverables**
- Timely and accurate resolution of customer inquiries and complaints.
- Consistently high customer satisfaction scores (as measured through feedback/surveys).
- Reduction in escalations and repeat complaints.
- Detailed and up-to-date records of all customer interactions.

**Skills and Qualifications Essential Skills**
- Strong verbal and written communication skills.
- Problem-solving and conflict-resolution abilities.
- Ability to multitask, prioritize, and manage time effectively.

Pay: ₹10,375.66 - ₹18,618.58 per month

Schedule:

- Day shift

**Education**:

- Diploma (preferred)

**Experience**:

- Technical support: 2 years (preferred)
- total work: 2 years (preferred)
- Customer service: 2 years (preferred)

**Language**:

- Hindi (preferred)
- English (preferred)

Work Location: In person

**Speak with the employer**
+91 9820662537

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