Customer Care Executive

Job Description Customer Care Executive (Call Centre)

Position Title: Customer Care Executive

Department: Customer Service / Call Centre Operations

Reporting To: Team Leader / Assistant Manager Customer Care

Location: Hyderabad HO, Gachibowli

Employment Type: Full-time / Permanent

1. Job Purpose

To handle inbound and outbound customer interactions efficiently, ensuring excellent customer service and resolution of queries within defined turnaround times (TAT). The role focuses on maintaining customer satisfaction, brand loyalty, and compliance with company service standards.

2. Key Responsibilities

1. Customer Interaction & Query Resolution

2. Handle inbound/outbound calls, emails, and chat interactions professionally.

3. Understand customer needs and provide accurate information about products, services, and processes.
4. Register and resolve customer queries, requests, and complaints as per company policies.
5. Escalate unresolved issues to the appropriate department and ensure timely closure.

6. Maintain a polite, empathetic, and professional tone at all times.

7. Retention & Customer Relationship

8. Promote retention by providing guidance and reassurance to customers planning to surrender or discontinue services.

9. Identify opportunities for cross-selling or upselling (where applicable).

10. Record all interactions in the CRM system accurately for future reference.

11. Data & Reporting

12. Maintain daily call logs, disposition codes, and follow-up status in the system.

13. Provide feedback and suggestions to improve service quality and customer experience.

14. Support the team in achieving SLA, productivity, and quality metrics.

15. Compliance & Quality

16. Adhere to company and regulatory compliance guidelines (IRDAI / TRAI / internal policies).

17. Maintain data confidentiality and avoid unauthorized sharing of customer information.

18. Participate in regular training, quality audits, and feedback sessions.

19. Key Performance Indicators (KPIs)

20. Average Handling Time (AHT)

21. First Call Resolution (FCR)
22. Customer Satisfaction Score (CSAT)
23. Quality Monitoring Score
24. Adherence to schedule and attendance

25. Retention / Upsell conversion rate (where applicable)

26. Skills & Competencies
    
    CategoryRequired SkillsCommunication SkillsExcellent verbal and written communication in English and local language.Customer OrientationAbility to handle customers with empathy and patience.Problem SolvingAnalytical mindset to resolve issues quickly and accurately.Computer ProficiencyBasic knowledge of MS Office (Word, Excel) and CRM systems.TeamworkAbility to work collaboratively with peers and support functions.Time ManagementAbility to multitask and prioritize workloads efficiently.5. Educational Qualification
    
    Minimum: Graduate in any discipline (Preference: B.Com / B.A / BBA / B.Sc / MCA / MBA). Proficiency in English, Hindi, and regional languages preferred.

27. Experience
    
    03 years of experience in a call centre / customer service / BPO environment. Experience in insurance, banking, telecom, or financial service industry will be an added advantage.

28. Working Conditions

29. Rotational shifts including weekends and public holidays (as per business requirement).

30. Work from office / hybrid (depending on company policy).

31. Headset, desktop/laptop, and CRM system provided by company.

32. Growth Path
    
    Customer Care Executive Senior Customer Care Executive Team Leader Assistant Manager Manager (Customer Experience)

33. Remuneration
    
    Competitive salary based on experience and performance. Incentives linked to customer satisfaction, productivity, and retention targets.