Customer Care Executive

1 day ago

Salem, India TCCPL Full time

**Job description**

**Job Title **:Customer Care Executive

**Reports to**:Customer Care Manager

**Department**:Service

**Present Location**:Service Block, Salem

**Job Summary **Customer Care Executive reports to Customer care Manager and is responsible to represent the voice of customer inside the company. Customer Care Executive supports the company by accurately capturing the Voice of customer and by obtaining the timely feedback from the customer during time Post Service Feedback Calls. Customer Care
Executive works closely with other job functions in the company to improve overall customer satisfaction.

**RESPONSIBILITIES**
**Key Result Areas (KRAs) Key Performance Indicators (KPIs) % of**

**Time**
1. Post Service Follow-ups No of Customer Contacted 60%
2. Customer Meet Effectiveness Customer Retention 20%
3. Accurately Capturing Voice of the Customer Interaction Quality As Reqd
4. Effective Closure of Complaints Complaints Escalated to MSIL As Reqd
5. Ensure Customer Satisfaction CSI Score As Reqd

6. CSI Coverage CSI card received Vs Load Per Month As Reqd
7. Complaints Resolution Cycle Time Average Cycle Time As Reqd
8. Pending Complaints Complaints Carryover ratio As Reqd
9. Complaints Resolutions Compliance % of Dissatisfied Customer To Satisfied Customers As Reqd
10. Flexible Assignments As Required 20%

Total: 100%

**TIME SENSITIVE TARGETS (Other than KRAs)**
**Activity** **Time Targets**

1. Coordinate for Customer Meet Every Month
2. Conduct PSF calls As per MSIL Guidelines

3. Complaints Closure Within 48 hrs

**EXPERIENCE AND AGE PROFILES**:
**Expected Overall Years of Experience**:0 to 2+ Years or Fresher also Welcome
**Specific Domain Expertise**:Customer Care
**Preferred Age Group**:19 to 30 Years

**PREFERRED COMPETENCIES**
**Educational Qualifications Required**: Any Degree (preferred)

**Others **Knowledge on DMS -NA
- Read English Tamil

**Language **Write English Tamil

Speak English Tamil

**Computer **MS Office CRM

1. People Management 2. Correspondence 3.Documentation
**Others**

**Organizational **1. Customer Orientation 2. Display Vision

1. Respect for others 2. Understands Others Perspective 3. Builds Trust
**People Oriented**

4. Resolve Conflict Constructively 5. Recognizes Others Achievement 6. Interpersonal Skill

1. Planning/ Organizing 2. Effective Communication 3. Dependability

**Speak with the employer* +91 9655665499 | 9362777776**

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

Pay: ₹8,000.00 - ₹15,000.00 per month

**Benefits**:

- Cell phone reimbursement
- Provident Fund

Schedule:

- Day shift
- Morning shift

Supplemental pay types:

- Yearly bonus

**Education**:

- Bachelor's (preferred)

**Experience**:

- Telecalling: 1 year (preferred)
- Customer service: 1 year (preferred)

**Language**:

- Tamil (preferred)

Work Location: In person

**Speak with the employer**
+91 9362777776

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