Job DescriptionJob Summary
NWe are looking for a proactive and customer-obsessed Customer Care Executive to lead our customer support function. The role involves managing day-to-day customer interactions, improving service quality, handling escalations, and building a high-performing customer care team that delivers exceptional customer experiences across all touchpoints.
NKey Responsibilities
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- Lead, train, and managethe customer care team (calls, emails, WhatsApp, chat, social media). N
- Ensure timely and effective resolution of customer queries, complaints, and escalations. N
- Monitor team performance through KPIs such as response time, resolution rate, CSAT, and NPS. N
- Create and improve customer support SOPs, scripts, and workflows in the CRM backend tools for customer outreach N
- Coordinate with internal teams (operations, logistics, sales, marketing, tech) to resolve issues efficiently. N
- Handle high-priority orsensitive customer escalations personally. N




- Supporting the team in revenue generation from Abandoned calls and also getting customer feedbacks through outbound calls N
- Analyze customer feedback and identify recurring issues;
Recommend process improvements. N
- Ensure compliance with company policies and service quality standards. N
- Manage customer care tools, CRM systems, and ticketing platforms. Handling of tools like Gokwik, Moenagage and website backend like shopify for effective customer notifications and problem solving N
- Prepare regular reportson customer insights, trends, and performance metrics. N

nRequired Skills & Qualifications
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- Bachelor's degreein Business, Communications, or a related field. N
- Needs to be fluent in English and Hindi N
- 2-4 years of experiencein customer service or customer experience roles. N
- At least 1–2 years in amanagerial or team-lead position. N
- Solid people-management and coaching skills. N
- Excellent verbal and written communication skills. N
- Abili

📌 Customer Service Executive (Alibag)
🏢 Plush
📍 Alibag