Senior Customer Care Executive

Job Function: Customer Care Support – All Channels (Queries, Feedback, & Complaints)

Key Accountabilities:

  • Handle the inbound & outbound calls.
  • Provide outstanding customer service to improve customer satisfaction and relationship.
  • Handle and resolve customer complaints/inquires via mail or phone in a timely and accurate manner.
  • Manage Level 1 escalation from all channels (Calls, Email, Social Media, WhatsApp, Consumer Forum, Legal)
  • Ensure and track the first response + handling time for all escalations.
  • Resolve the escalations by following up with respective internal & external stakeholders.
  • Coordinate, analyse and improve customer services functions to meet company goals.
  • Generate Reports & Analytics for the inbound & outbound calls, SMS, emails, and chats.
  • Act and communicate proactively to keep customers informed on the progress of resolutions.
  • Identify root causes for escalations
  • Adhere to standardized processes, compliance without compromising customer experience.

 

Skills, Knowledge & Qualifications:

  • 3+ years’ experience in customer service management (from Retail Company is a plus)
  • Better email writing skills.
  • Fluency in English & Hindi speaking.
  • Fast learner and Team Player.
  • Excellent communication and negotiation skills (Oral + Written)
  • Strong critical thinking and problem-solving skills, including the ability to analyze the operational and financial impact of various alternatives.
  • Experience and clear understanding of complaints and understanding of CRM systems and prevailing technologies.
  • Microsoft Excel & PowerPoint skills will be an added value advantage.

Location: Kanakia Zillion, Kurla (W)