Senior Customer Care Executive – Job Description (JD)

Position: Senior Customer Care Executive
Department: Customer Service / Customer Support
Experience: 3–5 Years
Employment Type: Full time

Job Summary

We are looking for an experienced and customer-focused Senior Customer Care Executive to handle customer queries, complaints, escalations, and service-related issues. The candidate will be responsible for ensuring excellent customer experience, maintaining service standards, and supporting junior customer care executives.

Key Responsibilities
Handle customer inquiries through calls, WhatsApp, email, chat, and social media.
Resolve customer complaints professionally and within defined timelines.
Handle escalated and critical customer issues effectively.
Manage queries related to orders, payments, delivery, returns, refunds, replacements, and product information.
Coordinate with Sales, E-commerce, Operations, Warehouse, Logistics,



Accounts, and Marketing teams for customer issue resolution.
Follow up with customers until complaints are completely resolved.
Maintain accurate records of customer interactions and complaints in CRM/software.
Monitor pending cases and ensure timely closure.
Guide and support junior Customer Care Executives.
Maintain high standards of communication and customer satisfaction.
Prepare daily/weekly/monthly reports for complaints, pending cases, resolutions, and customer feedback.
Identify recurring customer issues and recommend process improvements.
Collect and analyze customer feedback.
Maintain qualified communication and protect customer/company information.

Pay: ₹20,000.00 - ₹25,000.00 per month

Work Location: In person

📌 Customer Care Executive Prahlad Nagar
🏢 Jolly Group of Companies
📍 Prahlad Nagar