Executive - Customer Care (2-7 yrs)

1. Customer Interaction;

a) Handle inbound and outbound customer calls, emails, and messages promptly and professionally.

b) Listen attentively to customer inquiries, concerns, and feedback, and provide accurate and timely responses.

c) Maintain a courteous and empathetic demeanour while addressing customer issues, ensuring a positive customer experience.

2. Issue Resolution;

a) Identify customer needs, concerns, or complaints and work towards resolving them effectively and efficiently.

b) Troubleshoot product or service-related problems, and escalate complex issues to the appropriate department for resolution.

c) Follow up with customers to ensure their issues are resolved to their satisfaction and provide additional assistance or information as needed.

3. Product Knowledge:

a) Acquire in-depth knowledge of the company's products or services to address customer inquiries and provide relevant information.

b) Stay updated on product features, specifications, pricing, and promotions to effectively assist customers and drive sales.

4. Documentation and Reporting:

a) Document customer interactions, inquiries, and resolutions accurately in the customer relationship management (CRM) system.

b) Generate reports on customer feedback, issues, and trends to identify areas for improvement and implement corrective actions.

5. Customer Relationship Management:

a) Build and maintain positive relationships with customers by delivering excellent service and demonstrating professionalism and integrity.

b) Proactively engage with customers to gather feedback, address concerns, and identify opportunities to enhance the customer experience.