Customer Care Executive

About UsAt PadCare, we're on a mission to make hygiene sustainable. Founded in 2018, we have developed India's first patented sanitary napkin recycling technology—PadCareX.But we're not just solving a waste problem, we're building a circular economy that champions environmental resilience and social equity. Our service model closes the loop starting from collection, recycling, and transforming single-use sanitary napkins into sustainable materials, while also creating dignified jobs for marginalized waste workers, especially women, across the country.With 100+ changemakers across 25+ cities, PadCare is driving real impact—for people and the planet. Recognized by Forbes, the World Economic Forum, and more, we believe business can be a force for good. If you do too, PadCare is where your purpose finds a home.Oh, and you must have seen us on an episode of Shark Tank India, Season 2 - To learn more about the work that PadCare is doing, check out the website: Role overview & Key Responsibilities:The Customer Care Executive will be responsible for end-to-end complaint handling, post-service client engagement, and customer satisfaction monitoring. The role requires managing client interactions, ensuring timely resolution of complaints, validating service completion, and driving service excellence through proactive communication, feedback collection, and data-driven insights.Log, acknowledge, and classify complaints from multiple channels into the centralized system.Route complaints to relevant departments based on nature and priority.Investigate, resolve, and document complaints with continuous customer updates.Monitor MTTA (Mean Time to Acknowledge) & MTTR (Mean Time to Resolve) and publish reports.Perform root cause analysis of recurring complaints and recommend preventive actions.Contact clients post-service to confirm service completion and satisfaction.Verify invoice submissions, acknowledgements, and escalate any delays.Collect structured client feedback on service quality, product functionality, and technician behaviour (maintain >90% feedback collection & >4.5 average rating).Verify and update client POC (Point of Contact) details regularly.Maintain an updated master database of POC, service history, and client feedback trends.Provide monthly insights and dashboard reports to the operations team.Ensure compliance with regulatory standards and maintain accurate documentation.What we're looking for:Graduate degree in business administration, communications, marketing, or a related fieldExcellent verbal and written communication skillsStrong organizational and time management abilitiesHigh attention to detail and accuracyProficiency in MS Office Suite/Google Workspace, especially Excel/SheetsCRM Tools (HubSpot, Zoho, or similar)Problem-solving aptitudeAbility to manage and report on data effectivelyProactive, reliable, and self-motivated work ethicWhy join us?Purpose With Impact: Join a mission-driven team transforming menstrual hygiene through sustainable solutions that uplift women's health, the environment, and sanitation workers' dignity.Eco-Warrior in Action: Help recycle millions of sanitary pads and actively reduce landfill waste and carbon emissions—real impact, not just buzzwords.Innovation Meets Heart: Be part of a team that blends empathy with patented 5D recycling tech to build the future of circular economy.Grow With Us: We're a fast-gowing, venture-backed startup offering real opportunities to scale your career as we scale our impact.A Culture That Cares: Work in a space where collaboration, inclusivity, and purpose aren't just values—they're how we roll every day.