We are looking for a Customer Care Executive in our voice/chat process (handle customer calls) who will be the liaison between our company and its current and potential customers. The successful candidate should be able to handle customer calls/chats effectively and solve customer queries/complaints, keeping customer satisfaction at the core of every decision and behavior.
Responsibilities
- Handle customer chats initiated through Sales IQ queries/complaints.
- Understand the customer's problem and solve the grievance or escalate as per SOP.
- Build sustainable relationships and engage customers by going the extra mile.
- Keep an outside-in mindset and empathize with the customer while providing a solution.
- Identify customers needs, clarify information, research every issue, and provide solutions and/or alternatives.
- Understanding the unstated needs of the customer, asking relevant questions on chat threads, and picking the right time to pitch the recommended solutions
- Take a customer-focused approach to handling complaints and escalations.
- Handle customer chats as per SOP to meet KRAs - Net Promoter score (NPS), First Response time (FRT), Productivity, Periodic knowledge quiz score, and Audit scores basis the calls/chats audited by the internal quality team.
- Coordination with customers for any queries faced by them and solving the same.
- Ensure that all written communication is carried out as per the CC procedures.
- Keep records of all conversations in our call center database in a comprehensible way.
This job was posted by Akansha from ChefKart.
