Role & responsibilities

1. Customer Support

- Handle customer queries through phone, email, chat, and other support channels.
- Provide accurate information about products, services, orders, billing, and policies.
- Respond to customers professionally and courteously.
- Ensure timely resolution of customer issues.

2. Complaint Handling

- Understand customer concerns and identify the appropriate solution.
- Handle complaints professionally and maintain a positive customer experience.
- Escalate complex or unresolved issues to the Team Leader or relevant department.
- Follow up with customers until the issue is resolved.

3. Ticket & CRM Management

- Create and update customer tickets in the CRM/helpdesk system.
- Maintain accurate customer information and interaction records.
- Follow up on pending tickets within the required TAT/SLA.
- Close tickets only after appropriate resolution.

4. Customer Relationship Management

- Build and maintain positive relationships with customers.
- Understand customer requirements and provide suitable solutions.
- Collect customer feedback and communicate recurring concerns to management.

5. Quality & Performance

- Meet assigned KPIs, SLA, productivity, and quality targets.
- Maintain proper call/chat/email quality standards.
- Follow approved scripts, processes, and communication guidelines.
- Maintain high customer satisfaction.

6. Coordination

- Coordinate with Sales, Operations, Technical Support, Billing,



Logistics, and other departments when required.
- Share customer issues and feedback with the appropriate teams.
- Ensure timely follow-up on escalated cases.

7. Documentation & Reporting

- Maintain accurate records of customer interactions.
- Prepare or update daily reports as required.
- Document recurring customer issues and frequently asked questions.

8. Compliance

- Follow company policies and customer-service procedures.
- Protect customer information and maintain confidentiality.
- Follow data-security and quality guidelines.

Key Skills Required

- Good verbal and written communication
- Active listening
- Customer handling and problem-solving
- Patience and empathy
- Basic computer and CRM knowledge
- Time management
- Ability to work under pressure
- Teamwork and coordination

Short Job Description

Customer Care Executive is responsible for handling customer queries and complaints, providing accurate solutions, maintaining customer records, meeting service-level targets, coordinating with internal teams, and ensuring a positive customer experience.

Preferred Candidate Profile

- Candidates with good English and Hindi communication skills.
- Immediate joiners preferred.
- Valuable verbal and written communication skills.
- Strong customer-handling and problem-solving abilities.
- Willingness to work in a team and meet performance targets.

📌 Customer Care Executive (Chennai)
🏢 Cyfuture
📍 Chennai