Customer Care Executive (225-619)

As a Customer Care Executive, you will be the first point of contact for our customers, providing them with exceptional service and support. Your role is crucial in ensuring customer satisfaction and maintaining the company's reputation for excellence. You will manage inquiries, complaints, and feedback through various channels, including phone, email, and online chat. Working closely with other departments, you will facilitate solutions and ensure timely resolutions to customer issues. Your communication skills, problem-solving abilities, and positive attitude will be key to delivering an outstanding customer experience. We are looking for someone who is empathetic, detail-oriented, and capable of handling high-pressure situations with professionalism.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and chat platforms.
• Identify and assess customer needs to achieve satisfaction and retention.
• Build sustainable relationships and trust with customers through open communication.
• Provide accurate, valid, and complete information by using the correct tools and resources.
• Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.
• Maintain records of customer interactions and transactions accurately in the database.
• Collaborate with cross-functional teams to ensure seamless customer service delivery.
• Keep up-to-date with product knowledge and process changes to assist customers effectively.
• Meet personal and team targets, such as resolution speed and customer satisfaction scores.
• Prepare and present reports on customer feedback and call analysis to management.
• Assist in training junior customer care staff and sharing best practices.
• Participate in team meetings and provide input for improving customer service standards.

Requirements

• Proven customer support experience or experience as a Client Service Representative.
• Excellent communication skills, both written and verbal, with a service-oriented attitude.
• Strong listening skills and the ability to empathize with customers’ needs and concerns.
• Proficiency in using customer service software, databases, and tools.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Strong problem-solving skills and the capacity to handle stressful situations calmly.
• High school diploma or equivalent; a Bachelor’s degree in a relevant field is preferred.