Job Description

Key Responsibilities:

Customer Interaction:

- Handle incoming and outgoing calls, emails, and chats to assist customers.
- Address inquiries related to products, services, or account management.
- Provide prompt, accurate, and personalized solutions to customers.

Customer Relationship Management:

- Build rapport and maintain strong relationships with customers.
- Ensure timely follow-ups and resolution of customer complaints or issues.
- Educate customers on product features, benefits, and usage.

Issue Resolution & Documentation:

- Resolve customer concerns with a problem-solving approach.
- Document interactions and resolutions accurately in CRM systems.
- Escalate unresolved issues appropriately and follow up until closure.

Process Adherence & Performance:

- Adhere to company policies, procedures,



and quality standards.
- Meet individual KPIs such as CSAT, FCR, AHT, and ticket resolution time.
- Provide feedback for continuous improvement of service processes.

Qualifications:

- Education:
- Minimum 12th pass; graduate preferred.
- Experience:
- 1–3 years in customer service, client servicing, or call center operations.
- Freshers with excellent communication skills may be considered.
- Skills:
- Strong verbal and written communication skills.
- Positive interpersonal and conflict-resolution skills.
- Familiarity with CRM systems and Microsoft Office.
- Ability to multitask and manage time efficiently.

📌 Executive - Customer Management (Pune)
🏢 Capita
📍 Pune