Company: Provilac

Location: Pune

Experience: 3- 5 years

About the Role

We are looking for an experienced Customer Care professional to handle escalated customer complaints, resolve difficult cases, and ensure a positive customer experience. The role involves communicating with customers, coordinating with internal teams, and ensuring complaints are resolved on time.

Key Responsibilities

- Handle customer complaints received through email, WhatsApp, social media, chat and other channels.
- Resolve escalated complaints that the regular Customer Care team is unable to handle.
- Call customers when required, explain solutions and follow up until their issues are resolved.
- Maintain accurate records of complaints and their resolutions in the CRM.
- Coordinate with Logistics, Sales and Quality teams to resolve customer issues.
- Identify recurring complaints and suggest ways to prevent them.
- Prepare basic reports on complaints and their resolution.




- Support and guide junior Customer Care team members and help train new joiners.

Required Skills
- Excellent written and verbal communication skills.
- Strong email drafting and formal English writing skills.
- Valuable problem-solving and customer-handling abilities.
- Patience, empathy and the ability to handle dissatisfied customers.
- Knowledge of CRM tools, MS Excel and customer service software.
- Ability to analyse complaint trends and prepare reports.
- Ability to guide and support junior team members.

Qualifications & Experience
- Graduate in any discipline; Business Administration or Commerce preferred.
- 35 years of experience in Customer Service, Customer Care, BPO/KPO or FMCG.
- At least 2 years of experience in complaint handling or complaint management.
- Experience in the FMCG or dairy industry is preferred.

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