Executive - Admin Customer Care

Role Overview

The Executive - Admin Customer Care is responsible for managing customer escalations, ensuring timely resolutions, and coordinating with various departments to maintain high levels of customer satisfaction. This position involves handling inquiries, complaints, and service requests professionally while supporting continuous improvement efforts by analyzing customer feedback.

Key Responsibilities

• Efficiently handle and resolve customer escalations, providing timely solutions with a clear understanding of root causes.
• Collaborate with logistics and planning teams to ensure accurate delivery schedules are met.
• Analyze customer feedback and emerging trends to contribute to ongoing service enhancements.
• Address customer inquiries, complaints, and service requests with professionalism and adherence to company standards.
• Liaise with internal departments to resolve issues promptly and maintain seamless communication.
• Maintain consistent customer communication through multiple channels including phone, email, and customer portals.
• Track and update the progress of customer requests and escalations systematically.
• Strive to deliver quick responses and preserve high levels of customer satisfaction.
• Keep detailed records of customer interactions and service histories for reference and improvement.
• Assist with order coordination, dispatch follow-ups, and provide timely delivery updates.
• Compile and prepare comprehensive reports covering customer issues, feedback patterns, and resolution times.
• Support coordination efforts during customer visits and facilitate smooth interactions with relevant internal teams.
• Adhere strictly to company policies, communication protocols, and service delivery guidelines.