Customer Care Executive

Role & responsibilities

Resolve customer tickets over m-desk/ ERP, calls and social media.

Quick turnaround time to answer customer queries and update tickets

Identify and assess customers needs to achieve customer satisfaction

Follow communication procedures and guidelines

Go the extra mile to engage customers and keep them happy

Collect feedback and collaborate with departments to bring in impactful solutions

Maintains customer records by tracking and updating information.

Research, identify, and resolve customer complaints using relevant software

Document all call information according to standard operating procedures

Recognize, document, and alert the management team of trends in customer calls

Follow up customer calls where necessary

Upsell products and services

Complete call logs and reports

Other duties as assigned