Senior Executive-Back-End Voice Customer Service-Inbound - English Customer Service

Job Title: Customer Care Executive

Location: Pune, Maharashtra

Reports To: Customer Service Executive

Shift Type: Rotational Shifts (24x7 Support)

Job Summary

We are seeking experienced and dynamic Customer Care Executives to join our support team. This role involves handling customer interactions across multiple channels including calls, chats, emails, and WhatsApp, while also managing administrative tasks related to WhatsApp communication. The ideal candidate will have 3+ years of proven experience in customer service and the ability to support multiple departments with varying levels of complexity.

Requirements

• Minimum 3 years of experience in customer service or support roles.
• Strong communication skills in English (verbal and written); additional languages are a plus.
• Proficiency in using CRM tools, chat platforms, and email systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Experience handling multiple support channels simultaneously.
• Flexibility to work in rotational shifts and support different departments.
• Problem-solving mindset with a customer-first attitude.
• Familiarity with WhatsApp Business or similar messaging platforms is preferred.
  
  

• Provide accurate information and resolve customer issues efficiently.
• Maintain high levels of customer satisfaction through excellent service.
• Handle WhatsApp admin tasks including message routing, escalation, and reporting.
• Collaborate with cross-functional teams to resolve complex queries.
• Adapt to different departmental processes and product knowledge.
• Maintain detailed records of customer interactions and transactions.
• Meet performance metrics including response time, resolution rate, and customer feedback.
• Participate in rotational shifts including weekends and holidays.
  
  

• Experience in e-commerce, retail, orCustomer service environments.