Customer Care Executive 18N25

A Customer Care Executive plays a pivotal role in maintaining customer satisfaction and supporting the company's reputation by ensuring that each interaction enhances the customer's experience. This position requires an individual who is detail-oriented, empathetic, and proficient in handling various customer issues, inquiries, and feedback. The ideal candidate will possess excellent communication skills and the ability to work collaboratively within a team. They must be adept at resolving conflicts and be able to work under pressure while maintaining a positive and professional demeanor. The role demands dedication to improve customer satisfaction continuously and to solve customer challenges swiftly and efficiently.

Responsibilities

• Respond to customer inquiries via phone, email, and chat promptly and courteously.
• Identify customer needs and provide accurate solutions and alternatives promptly.
• Maintain detailed and clear records of customer interactions, transactions, comments, and complaints.
• Collaborate with other departments to ensure comprehensive customer satisfaction and resolution of inquiries.
• Provide feedback on the efficiency of the customer service process to enhance service quality.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits set.
• Follow up with customers to ensure their technical issues are resolved and queries are satisfied.
• Keep records of customer interactions and file documents in an organized manner.
• Meet targets and actively contribute to the KPIs of the customer service department.
• Update customer accounts by recording new information and updating service options when needed.
• Participate in training sessions to improve knowledge, service standards, and skills.
• Support and guide new and junior staff in understanding company procedures and customer care practices.

Requirements

• Previous experience in a customer care role or a related field is required.
• Excellent communication and interpersonal skills to interact with diverse customers.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Strong problem-solving abilities and attention to detail for efficient resolution handling.
• Proficiency in computer systems and the ability to learn new software quickly.
• Must be patient, empathetic, and passionate about support and customer satisfaction.
• Willingness to work in varying shifts as required, including weekends and public holidays.