Customer Care Executive

Job Overview

This role involves managing both inbound and outbound customer interactions via calls and chats with professionalism and courtesy. The focus is on understanding customer inquiries and providing timely, effective resolutions often during the very first contact. Maintaining exceptional customer satisfaction through clear communication and handling issues efficiently is crucial.

Primary Responsibilities

• Respond promptly and courteously to inbound calls, chats, and outbound customer communications.
• Resolve customer queries via chat support within established service level agreements.
• Identify clients' needs and offer suitable solutions at the earliest opportunity.
• Ensure thorough and accurate documentation of customer engagements and update CRM systems accordingly.
• Maintain adherence to quality standards, compliance protocols, and data security requirements.
• Achieve designated productivity, utilization, and performance metrics across voice and chat platforms.
• Refer complex or unresolved issues to specialized support teams for further assistance.

Qualifications and Experience

• 0 to 2 years of experience in customer service roles, particularly in contact centers, BPOs, or customer support handling inbound calls and chats.
• Candidates with experience in Domestic Outbound collection, real estate, inbound insurance processes, or non-BPO sectors are excluded.
• Experience in E-Commerce or Retail domains is advantageous.
• Graduate degree from a recognized university is required.
• Professional certifications in Hospitality, Customer Service Management, or related skills are favorable.

Skills and Competencies

• Exceptional verbal and written communication skills, including clear accent and active listening skills (e.g., Versant score 4).
• Proficiency in computer applications, especially MS Office (Excel and Outlook).
• Typing speed of at least 30-40 words per minute with 90% accuracy. Typing test clearance is mandatory before client interview.
• Keen attention to detail and accuracy in all interactions.
• Capability to work efficiently in a fast-paced environment and multitask effectively.