We are looking for an experienced Customer Care skilled 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.
Solid 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.
📌 Email Support Executive Pune
🏢 P9 Farms
📍 Pune
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