Customer Care Executive

Key Responsibilities

Handle customer interactions through outbound and inbound calls, emails, WhatsApp, and social media channels.

Make outbound calls to customers as per the daily calling list to gather feedback, conduct surveys, promote products and services, and support lead conversion and customer retention.

Educate customers about the company’s products, services, offers, and processes.

Understand customer needs, experiences, concerns, and feedback by asking relevant questions and actively listening.

Build and maintain strong customer relationships through effective communication, timely follow-ups, and proactive engagement.

Address customer queries and concerns professionally, ensuring a positive customer experience and high customer satisfaction.

Identify recurring customer issues and share insights with the concerned teams to improve service quality.

Escalate complex or unresolved issues to the appropriate teams and follow up to ensure timely resolution.

Maintain accurate records of customer interactions, feedback, complaints, and follow-up actions in the CRM system.

Achieve daily calling, customer feedback, and other assigned performance targets.

Continuously contribute to improving customer satisfaction, engagement, and the overall customer experience.

Skills Required

Good communication and interpersonal skills.

Comfortable interacting with customers over the phone and through digital communication channels.

Basic knowledge of English and the local language.

Strong listening, understanding, and problem-solving skills.

Customer-oriented approach with the ability to handle different types of customer queries and concerns.

Ability to multitask, manage follow-ups, and work towards daily targets.

Basic computer knowledge and familiarity with CRM systems is an advantage.

Positive attitude, patience, and willingness to learn.