Customer Care Executive || E-Commerce Voice Process

Key Responsibilities:

• Customer Support: Handle inbound customer calls related to order inquiries, returns, exchanges, product details, and delivery statuses.
• Product Assistance: Provide accurate information regarding products, pricing, availability, and promotions.
• Order Management: Assist customers with placing orders, modifying existing orders, tracking shipments, and resolving order-related issues.
• Issue Resolution: Address and resolve customer complaints, issues, or concerns regarding products or services in a professional manner.
• Returns & Refunds: Manage return requests, ensure that the return process is smooth, and initiate refunds where applicable.
• Customer Engagement: Maintain a positive and helpful tone, building rapport with customers to ensure a high level of satisfaction.
• Database Management: Log customer interactions and transactions in the CRM system, ensuring accurate records for future reference.
• Follow-up: Ensure timely follow-up with customers to confirm issues are resolved, or provide updates on order status.
• Collaboration: Work with other departments, including the logistics and billing teams, to address customer needs effectively.
• Compliance: Ensure compliance with company policies and procedures, providing accurate information and resolving customer issues within the service level agreements (SLAs).