Customer Care Executive

18 hours ago

GT Road Sabji Mandi To Jalandhar Bypass Ludhiana, India Vesco Cycles Full time ₹ 2,00,000 - ₹ 6,00,000 per year

The primary responsibilities for this role include, but are not limited to:

* Query Resolution & Feedback Management:

* Review and resolve post-call customer queries escalated by the Calling Executives to ensure a positive feedback outcome.

* Perform necessary follow-up actions to successfully address the customer's stated issue.

* Logistics and Replacement Management:

* Manage the process of arranging and tracking replacement couriers to be sent to customers.

* Ensure accurate and timely dispatch of replacement items, coordinating with internal teams and external logistics partners.

* Ticket Management:

* Take ownership of, process, and resolve customer support tickets in a timely and efficient manner, ensuring all customer communication is logged accurately.

* Complaint Analysis and Escalation:

* Analyze incoming complaints to identify recurring issues.

* Forward and escalate high-frequency or complex recurring complaints to the appropriate internal teams (e.g., Product, Operations, or Management) for systemic resolution.

* Quality and Process Improvement:

* Provide clear, data-backed feedback to the Quality Department regarding common customer pain points, reasons for escalations, and areas for process improvement based on resolved queries and tickets.

Required Skills and Qualifications

* Proven experience in a customer service or customer support role is a plus.

* Exceptional written and verbal communication skills.

* Strong organizational and time-management abilities, with a proven capacity to multitask and prioritize effectively.

* Demonstrated problem-solving skills with a focus on customer satisfaction.

* Proficiency in using CRM software, ticketing systems, and basic office applications.

* Ability to work both independently and as part of a team.

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