Customer Care Associate

2 days ago

Raipur, Chhattisgarh, India RAS BEAUTY PVT LTD Full time ₹ 1,80,000 - ₹ 3,60,000 per year

Job Title: Customer Care Associate

Location: Raipur

Department: Customer Support / Sales

Reports To: Customer Care Manager / Team Lead

Job Summary:

The Customer Care Associate is responsible for delivering exceptional customer service through multiple communication channels, including calls, emails, chat, and in-person interactions. The role involves addressing customer queries, resolving issues, retaining customers, supporting sales activities, and ensuring a positive customer experience across all touchpoints.

Key Responsibilities:

  • Handle Customer Calls (Inbound & Outbound)
  • Manage high-volume inbound and outbound calls in a timely manner.
  • Follow communication scripts and processes when handling different topics.
  • Email & Chat Support
  • Respond to customer queries and concerns via email and chat with accuracy and professionalism.
  • Maintain response time and resolution benchmarks.
  • Sales Support
  • Promote and cross-sell products or services based on customer needs.
  • Meet or exceed sales and conversion targets as assigned.
  • Customer Retention
  • Identify opportunities to retain existing customers through excellent service and personalized offers.
  • Handle cancellation requests and attempt to resolve underlying issues.
  • New Customer Onboarding / Visits
  • Assist with onboarding new customers and ensure smooth onboarding experiences.
  • Conduct physical or virtual visits (if required) to build strong customer relationships.
  • Problem Solving & Issue Resolution
  • Investigate and resolve customer complaints efficiently and effectively.
  • Provide timely feedback and follow-up to ensure complete customer satisfaction.
  • Escalation Handling
  • Escalate complex or unresolved issues to the appropriate team or manager in a timely manner.
  • Track escalations to closure and ensure proper documentation.
  • Voice, Chat, and Email Process Management
  • Maintain quality and consistency across all communication channels.
  • Adhere to service level agreements (SLAs) and customer experience guidelines.
  • Inbound and Outbound Process Management
  • Manage both proactive outbound interactions (e.g., follow-ups, feedback calls) and reactive inbound queries.
  • Maintain call logs and update customer records accurately in CRM systems.

Required Skills & Qualifications:

  • Excellent verbal and written communication skills.
  • Strong interpersonal and problem-solving abilities.
  • Ability to multitask, prioritize, and manage time effectively.
  • Proficiency with customer service software (e.g., CRM, ticketing tools).
  • Sales-oriented mindset with a focus on customer satisfaction.
  • Previous experience in customer service, support, or telesales is preferred.

Job Type: Full-time

Pay: ₹15, ₹30,000.00 per month

Language:

  • English (Preferred)
  • Hindi (Preferred)

Work Location: In person

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