Customer Care Executive (225-721)

As a Customer Care Executive, your primary responsibility is to ensure customer satisfaction by providing exceptional service and support. You will serve as the first point of contact for customers, handling inquiries, resolving issues, and offering detailed information on products and services. You will play a crucial role in maintaining the company's reputation by fostering strong relationships with customers and seeking to exceed their expectations. This position requires excellent communication skills, empathy, and the ability to work in a fast-paced environment. You will work closely with other departments to address customer concerns, improve service delivery, and contribute to the development of new procedures that enhance customer experience.

Responsibilities

• Handle customer inquiries and complaints efficiently and professionally over the phone, email, and chat.
• Identify and assess customers’ needs to achieve satisfaction through effective problem-solving skills.
• Resolve product or service issues by clarifying the customer’s complaint and determining the cause of the problem.
• Keep accurate records of customer interactions, process accounts, and file necessary documentation.
• Recommend potential products or services to management by collecting customer feedback and needs.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits.
• Collaborate with internal teams to address complex customer issues and improve service delivery.
• Follow communication procedures, guidelines, and policies to consistently deliver high-quality service.
• Participate in training and development activities to continuously improve skills and service levels.
• Monitor service levels and respond promptly to ensure that customer experiences meet organizational standards.
• Provide proactive customer service in order to enhance service satisfaction and loyalty.

Requirements

• Proven customer support experience or experience as a client service representative.
• Strong phone contact handling skills and active listening capabilities are essential.
• Familiarity with Customer Relationship Management (CRM) systems is preferred.
• Excellent communication and verbal skills to effectively interact with customers.
• Ability to multi-task, prioritize, and manage time effectively in a dynamic environment.
• High school diploma; a Bachelor’s degree in a related field is a plus.
• Customer orientation and ability to adapt/respond to different types of personalities.