Bpo Associate

2 days ago

Kolkata West Bengal, India Ditanz Hire Full time

**Customer Care Executive**

**Roles and Responsibilities**

Hiring, training and coaching

A higher-level customer care associate is responsible for guiding and supervising the beginners. They provide them with proper training and oversee their progress. Managing and leading the customer support team is a vital part of the roles and responsibilities of a customer care executive in a BPO.

The highly-screened and vetted telecallers at Squadstack deliver a top-notch experience for your customers. Learn how.

Decision making

A Customer Service Executive helps in devising strategies to improve the customer experience. They analyze data and present them in the form of reports and presentations, which aid in determining and implementing best practices and procedures for customer support.

Tracking KPIs and other metrics

The Customer Care department is also responsible for monitoring Key Performance Indicators (KPIs) such as Customer Satisfaction (CSAT), Net Promotor Score (NPS), Average Handling Time (AHT), Customer Effort Score (CES), Churn Rate, etc.

Read how SquadStack leverages AI to monitor KPIs and give you the complete package of trained callers, seamless campaign management, quality assurance, and data analytics to help your business grow.

Curating knowledge base content

Since Customer Service Executives have a deep understanding of the company’s products, services, policies and practices, they can provide information to create helpful content for customers. Frequently asked questions (FAQs), procedures, tutorials and guides, troubleshooting steps, articles, and blogs can be added to the knowledge base with the useful insight of the customer service associates.

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

Pay: ₹10,775.20 - ₹32,851.46 per month

Schedule:

- Day shift

Work Location: In person

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