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)
Positive 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.
Solid problem-solving and conflict-resolution abilities.
Ability to multitask, prioritize, and manage time effectively.
Computer skills