Customer Care Executive 08J26

As a Customer Care Executive, your primary role is to ensure that all customer interactions are handled with the highest level of professionalism and empathy. You will be the first point of contact for customers, addressing their inquiries, resolving issues, and maintaining the company’s relationship with its clientele. Your role is crucial in promoting customer satisfaction and loyalty, which in turn drives brand success. You will work closely with cross-functional teams to resolve customer complaints and contribute to the development of customer support processes. In addition, you will gather customer feedback for continuous improvement of service delivery. If you have a passion for customer service and enjoy problem-solving, this is an exciting opportunity to contribute significantly to our customer experience team.

Responsibilities

• Respond to customer queries through various channels including phone, email, and chat.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits.
• Follow up to ensure resolution of customer issues and complaints in a timely manner.
• Assist in the processing of customer orders, refunds, or exchanges as necessary.
• Build sustainable relationships and trust with customer accounts through open communication.
• Keep records of customer interactions, process customer accounts, and file documents.
• Collaborate with internal departments to ensure customer satisfaction and resolve queries.
• Identify and assess customers’ needs to achieve satisfaction and exceed expectations.
• Contribute to team meetings and provide insightful suggestions for improving service processes.
• Stay updated on product knowledge and provide advice on company products and services.
• Monitor and report recurrent issues to management and suggest process improvements.

Requirements

• Proven customer support experience or experience as a Client Service Representative.
• Strong phone contact handling skills and active listening abilities are essential.
• Excellent communication and presentation skills, both verbal and written.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Familiarity with CRM systems and practices is preferred but not mandatory.
• Customer-oriented mindset and the ability to adapt/respond to different types of characters.
• High school degree or equivalent; additional customer service training is a plus.