Customer Care Executive

18 hours ago

Chennai, Tamil Nadu, India Specsmakers Opticians Full time ₹ 2,00,000 - ₹ 4,00,000 per year

Job Title: Customer Care Executive / Customer Support Associate

Location: Specsmakers Warehouse | Alapakkam, Chennai

Role Overview:

The Customer Care Executive will serve as the primary point of contact for customers across multiple channels - Calls, WhatsApp, email, and website chat. The role involves resolving customer queries and complaints, coordinating with stores and backend teams, facilitating online orders, and ensuring a seamless customer experience from inquiry to post-purchase feedback.

Key Responsibilities:

Customer Query & Complaint Resolution

  • Handle customer queries and complaints received through calls, WhatsApp, email, and website chat.
  • Provide accurate information on store locations, product details, order status, and delivery timelines.
  • Take complete ownership of customer issues, liaising with stores, inventory, online, and lab teams to ensure prompt resolution.
  • Prioritize customer satisfaction and maintain a customer-first approach in all interactions.

Online Order Processing

  • Process online orders and facilitate backend coordination for smooth fulfillment.
  • Handle returns and replacement requests, ensuring all documentation and system updates are completed.
  • Call customers to confirm lens details and order specifications before processing.
  • Coordinate with relevant departments to ensure timely dispatch and delivery.

Customer Feedback, Reviews & Campaign Calls

  • Conduct outgoing calls to collect customer feedback on recent purchases and service experiences.
  • Make outbound calls to leads generated from marketing campaigns and route them to the nearest store for conversion.
  • Address negative Google reviews by coordinating with stores to resolve the concern
  • Maintain feedback records and share insights with management for continuous improvement.

Key Skills & Competencies:

  • Excellent communication skills (English & regional languages Tamil / Telugu / Kannada preferred).
  • Strong problem-solving and ownership mindset.
  • Empathy and customer-first attitude.
  • Ability to multitask and handle multiple communication channels simultaneously.
  • Basic proficiency in CRM tools, Power Apps, and MS Office suite.
  • Team collaboration across front-end and backend teams.

Qualifications & Experience:

  • Graduate in any discipline.
  • 1-3 years of experience in customer service, telecalling, or e-commerce support preferred.
  • Experience in the optical retail or healthcare sector will be an added advantage.

Performance Indicators (KPIs):

  • Customer satisfaction and resolution rate.
  • Average handling time and response time.
  • Conversion rate from leads to store visits.
  • Number of resolved complaints and closed reviews.
  • Accuracy and timeliness in order processing.

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