Job Title

Customer Care Executive

Job Overview

We are looking for a Customer Care Executive to represent our brand—whether through follow-up calling, converting leads into appointments, managing inter-branch coordination, or ensuring a seamless customer experience. Your role is centered on proactive outreach, appointment setting, and collaboration with operations to boost conversions and customer satisfaction.

Key Responsibilities

Lead Management & Follow‑Up

- Conduct outbound follow-up calls to leads sourced from marketing, online inquiries, events, and referrals.
- Qualify leads by understanding customer needs, providing information, and scheduling appointments at branches.
- Maintain and update CRM records to reflect lead status, progress, and handover to sales or operational teams.

Appointment Coordination

- Schedule and confirm appointments between customers and branch representatives.
- Coordinate with branch staff to confirm availability and resolve scheduling conflicts.
- Send reminders and follow up before appointments to minimize no-shows and assist with preparations (directions, documentation, etc.).

Cross‑Branch and Operations Liaison

- Communicate regularly with branch teams to relay customer feedback, appointment updates, and concerns.
- Promptly escalate and resolve operational issues, such as rescheduling or paperwork delays.

Customer Care & Issue Resolution

- Serve as the first point of contact for customers, handling inquiries, cancellations, and providing relevant guidance.
- Ensure all customer interactions are logged accurately in the CRM system.




- Maintain a courteous and professional tone on all communications.

Reporting & Insight Contribution

- Achieve targets related to call volume, appointments scheduled, lead conversion rates, and follow-up quality.
- Report on lead quality, common objections, and potential improvements to processes or scripts.
- Work closely with sales and operations teams to optimize workflows and enhance efficiency.

Qualifications & Skills

- Education: High school diploma or equivalent (Bachelor’s degree preferred).
- Experience: 1–3 years in customer care, telesales, telemarketing, or appointment coordination roles.
- Skills:
- Strong phone etiquette, persuasive communication, and active listening
- Proven ability to convert leads and schedule appointments
- Excellent organizational skills and attention to detail
- Familiarity with CRM and scheduling tools
- Empathy, patience, and resilience in handling customer objections
- Ability to multitask and manage time in a quick-paced environment
- Personal Traits: Proactive, target-oriented, collaborative, and adaptable to evolving processes.

Work Conditions

- Full-time role (10 AM–7 PM).
- Office-based position with regular interaction across multiple branches.
- Performance incentives tied to lead conversion and appointment targets.

What We Offer

- Competitive salary with performance-based incentives.
- Training in product knowledge, CRM tools, and customer engagement strategies.
- Career development opportunities in customer success, operations, or sales.

📌 Customer Care Executive (Pune)
🏢 Rayah Impex
📍 Pune