Customer Care Executive

• About us:

Primarc Pecan, an E-Commerce Business Solutions organization, is a pioneer in the industry with
over a decade of experience managing top brands globally. With a presence in India, including
Mumbai and Delhi, as well as internationally in the US and Dubai, we specialize in extending brands'
e-commerce reach through strategic partnerships and comprehensive marketplace management
services. Our digital arm, The Virtual Salt, expands our footprint as a full-service digital agency,
offering a spectrum of services including social media management, influencer marketing, website
creation, SEO, e-commerce marketing, video production, and performance marketing. We pride
ourselves on our ability to enhance brand visibility, connect with customers, and drive sales through
innovative digital strategies tailored to diverse industries such as Health & Personal Care, Baby Care,
Foods, Real Estate, and Professional Services. At the core of our approach is the commitment to add
the essential ingredient of 'salt'the perfect blend of creativity and strategyto every aspect of our
work, ensuring unparalleled success for the brands we serve.
Website:
http://www.primarcpecan.com https://thevirtualsalt.com/

Job Summary:
Position Title: Customer Service Executive
Location: Mumbai
Job Description:
Primarc Pecan we are looking a proactive and customer-focused Customer Service Executive to join
our team. The ideal candidate will be responsible for managing customer inquiries, resolving issues,
and ensuring a positive customer experience. This role requires excellent communication skills, both
written and verbal, and the ability to handle customer concerns effectively via email and phone.

Responsibilities:
• Attending inbound calls involves receiving and responding to incoming calls from
customers
• Provide accurate and relevant information regarding products, services, company
policies, and procedures.
• Respond to customer inquiries via email in a timely, clear, and professional manner.
• Ensure all customer emails are acknowledged and resolved
• Listen actively to customer concerns, complaints, and issues, ensuring full
understanding and empathy.
• Resolve customer grievances and complaints quickly and effectively, escalating to higher
management when necessary.
• Follow-up with customers to ensure satisfaction after issue resolution and that the
solution meets their expectations.

Identify recurring customer issues and proactively work with internal teams to suggest
improvements or preventative measures.
• Assist customers with order tracking, billing inquiries, account management, and
product-related questions.
• Inform customers about order status, shipment tracking, delivery delays, or
product/service updates.
• Accurately document all customer interactions and complaints in the CRM system,
ensuring a clear audit trail.
• Maintain detailed logs of follow-up actions, resolutions, and outcomes.
• Collect customer feedback and report trends to management for continuous service
improvement.

Required Experience, Skills and Qualifications:
• 2- 4 years of experience in a customer service role, either in a call center, retail
environment, or any customer-facing position.
• Experience in managing both inbound calls and responding to customer
inquiries via email, phone, or chat
• Verbal Communication: Strong phone etiquette with a clear and friendly tone. Ability to
communicate complex information in a simple and professional manner.
• Written Communication: Ability to write clear, concise, and professional emails.
Proficient in grammar, spelling, and maintaining a polite, customer-friendly tone. • Basic knowledge of using Microsoft Office Suite (Word, Excel, Outlook).

We look forward to welcoming you to our team at Primarc Pecan!