Customer Care Executive

• Taking/Handling Inbound Customer calls, Outbound calls, Emails,Chat
• Listening to and understanding the customers requirements
• Provide product / service details & benefits to Customers
• Providing end to end solutions to the customer
• Asking the correct questions – probing and prompting the customer wherever required
• Timely and accurate capturing all the information given by the customer
• Timely follow up with Brands as per Escalation matrix till closure

• Staying current with knowledge of products/ processes & services offered by the client

• Ensure full adherence to all the quality parameters and SOP

• Cooperate with other Team members, SMEs and Team Leaders.

• Ensure 100% adherence to schedule

• Escalating the call to the team leader / manager, wherever desirable
• Handling irate / demanding customers where necessary, in a tactical manner.