The Customer Care Executive/ Sr Executive is responsible for delivering exceptional support and service to customers. This role involves handling customer queries, customer escalations, resolving issues and ensuring a seamless customer experience to enhance retention and satisfaction.You will be the first point of contact for customers, playing a key role in maintaining customer loyalty and upholding the company’s reputation.
Key Roles & Responsibilities:
Inbound & Outbound Calling
- Handle customer queries via incoming calls professionally and efficiently
- Make outbound calls for follow-ups, promotions, feedback, and lead conversion
- Explain products/services clearly and resolve customer concerns
- Maintain call quality and accurate call records
Sales & Lead Conversion
- Convert inquiries into successful sales
- Achieve daily, weekly, and monthly sales targets
- Upsell and cross-sell products/services wherever appropriate
- Update CRM with leads, follow-ups, and closures
Email & Chat Support
- Respond to customer emails and live chats promptly and professionally
- Provide complete and accurate information to customers
- Maintain proper documentation of conversations
Customer Relationship Management
- Build robust relationships with customers
- Ensure customer satisfaction and retention
- Collect customer feedback and share insights with the team
Reporting & Documentation
- Maintain daily call, sales, and follow-up reports
- Track customer interactions in CRM systems
- Follow company policies, scripts, and escalation procedures
Required Skills & Qualifications
- Any graduate / under-graduate
- Excellent communication skills in English and [Local Language]
- Basic computer knowledge (MS Excel, CRM, email handling)
- Good sales persuasion and negotiation skills
- Ability to handle pressure and meet targets
- Customer-first attitude and problem-solving skills
Preferred Skills
- Experience in BPO, Call Centre, Sales, or Customer Support
- Knowledge of chat tools, ticketing systems, and CRM software
- Multilingual communication is an added advantage
Qualifications & Skills:
- Bachelor’s degree.
- Excellent communication and interpersonal skills.
- Strong problem-solving and conflict-resolution abilities.
- Ability to multitask, prioritize, and manage time effectively.
- Computer skills