POSITION: CUSTOMER CARE SPECIALIST

LOCATION: HARYANA, INDIA

Purpose of the job

Responsible for handling inbound and outbound calls and all other contact channels and sources, including but not limited to email, chat and social media, in order to provide information, respond to enquiries, resolve requests and record customer feedback in line with established processes and service standards. Ensures a professional, timely and customer-centric experience, and contributes to improving customer satisfaction, customer loyalty and the Company's service quality.

Key responsibilities

Receiving and handling customer requests

• Receive and handle customer requests across all channels of the Centre: hotline, email, live chat, social media, VinFast app and others.

• Advise and respond to customers on all VinFast products and services, after-sales services, warranty policies and related matters.

• Resolve and support customer requests completely at first contact, within the assigned scope of authority.

Outbound calls and proactive customer care

• Make outbound calls as assigned and in accordance with working procedures: return missed calls, update customers on case progress, and confirm outcomes with customers after cases are resolved.

• Conduct customer satisfaction surveys under periodic programmes or as requested by the Customer Care Centre.

• Participate in other outbound campaigns serving customer care objectives and market feedback collection.

Case management

• Record all customer interactions fully and accurately in Salesforce, following the data standards of the Customer Care Centre.

• Follow up on cases under personal responsibility until closure, coordinating with relevant departments to ensure timely resolution.

• Control the volume of pending cases and proactively update customers throughout the resolution process.

• Identify complaints at risk of escalation and cases beyond the assigned authority, and transfer them to the responsible team according to the defined levels and timelines, ensuring SLA compliance.

Mandatory requirements

• Fluent in English and Hindi, with clear speaking and writing ability in both languages.

• Willing to work rotational shifts, including night shifts, weekends and public holidays, as regulated and assigned by the Customer Care Centre.

• Higher Secondary (Class 12) or above.

• Minimum 01 year of experience in a customer-facing role, contact centre, retail, hospitality or similar.

• Good communication skills. Proficient in computer use.

Preferred qualifications

• Experience working in a BPO or contact centre.

• Experience with Salesforce or an equivalent CRM system.

• Knowledge of an additional regional language: Tamil, Telugu, Marathi, Bengali or Kannada.

• Interest in or knowledge of automobiles, two-wheelers or electric vehicles.

• Performance measures – First Contact Resolution (FCR) rate – Call quality score (QA) – Call back rate (missed calls returned within 90 minutes) – Email response rate within 24 hours – Case logging accuracy; number of overdue pending cases – Customer satisfaction after interaction

CUSTOMER CARE SPECIALIST

Sr Customer Care Specialist