Customer Care Executive

Key Responsibilities

•      Handle inbound/outbound voice calls or email for resolving customer queries

•      Listen to and understand customer requirements

•      Provide product/service details and benefits to customers

•      Provide end-to-end solutions to the customer

•      Ask the correct questions – probing and prompting the customer wherever required

•      Timely and accurate capturing of all information given by the customer

•      Timely follow-up with brands as per escalation matrix till closure

•      Stay current with knowledge of products, processes, and services offered by the client

•      Ensure full adherence to all quality parameters and SOP

•      Cooperate with other team members, SMEs, and Team Leaders

•      Ensure 100% adherence to schedule

•      Escalate the call to the Team Leader/Manager wherever desirable

•      Handle irate/demanding customers in a tactical manner

•      Good typing skills – Minimum 15 WPM / 75% accuracy

•      Adept at operating computers; familiarity with the internet is desired

•      Process orientation and systems thinking

•      Average to good communication skills in English and Hindi

•      Pleasing telephone etiquette and customer focus

•      Willingness to learn