- Role Overview
- Primary Purpose: Deliver a positive first impression, manage post-purchase or service experiences, and retain customer trust.
- Work Channels: Phone calls, email, live chat, and social media.
- Industries: E-commerce, telecommunications, banking, healthcare, retail, and IT services.

Key Responsibilities

- Inquiries & Support: Answer incoming customer questions, explain product features, and resolve post-purchase issues.
- Complaint Resolution: Handle service grievances, process refunds or replacements, and escalate complex problems to senior teams.
- Record Keeping: Log all customer interactions, feedback, and support tickets accurately in a CRM (Customer Relationship Management) system or tracking sheet.
- Follow-Ups: Check back with customers to verify that their issues are completely resolved.
- Value Addition: Identify light upselling or cross-selling opportunities where relevant to improve customer value

Required Skills & Qualifications

- Education: Typically a Bachelor’s degree in Business, Communications,



or a related field (though high school graduates or freshers with solid aptitude are frequently hired).
- Communication: Clear verbal and written proficiency in English and local regional languages.
- Soft Skills: Active lisening, patience, empathy, and a calm demeanor under pressure.
- Technical Skills: Basic computer literacy, familiarity with MS Office, and experience with helpdesk tools or CRM software (such as Salesforce or Zendesk).

Performance Metrics (KPIs)

- CSAT (Customer Satisfaction Score): Typically targeted at 85%–95%
- FCR (First Call Resolution): Aimed around 70%–85%
- AHT (Average Handling Time): Generally 3 to 8 minutes per contact

Career Progression

- Entry-Level: Customer Care Executive / Customer Support Representative
- Mid-Level: Senior Customer Care Executive / Team Leader
- Senior-Level: Customer Care Manager / Customer Success Manager / Operations Director

Pay: ₹12,000.00 - ₹15,000.00 per month

Benefits:

- Cell phone reimbursement
- Health insurance
- Provident Fund

Work Location: In person

📌 Customer Care Executive (Salem)
🏢 KAAPISTOP
📍 Salem