Customer Care Executive

Job Summary

We are looking for a customer-focused and responsible Customer Support Executive to handle customer queries, complaints, service requests, and follow-ups. The candidate will be responsible for ensuring timely resolution of customer concerns and maintaining a high level of customer satisfaction.

Key Responsibilities

• Handle customer calls, WhatsApp messages, emails, and service requests.
• Respond to customer queries regarding products, orders, deliveries, payments, and services.
• Register and maintain records of customer complaints and service requests.
• Coordinate with the Sales, Delivery, Installation, Service, Warehouse, and Accounts teams for issue resolution.
• Follow up with internal teams and customers until complaints are completely resolved.
• Keep customers informed about order status, delivery schedules, installation, and service updates.
• Handle customer complaints professionally and provide appropriate solutions.
• Maintain accurate customer details, complaint records, and follow-up status.
• Conduct post-delivery and post-service follow-ups to collect customer feedback.
• Escalate unresolved or critical complaints to the concerned manager.
• Ensure timely closure of all assigned customer complaints.
• Maintain proper documentation and daily/weekly customer support reports.
• Identify recurring customer issues and report them to management for corrective action.
• Maintain professional communication and good customer relationships.

Required Skills

• Excellent communication and interpersonal skills.
• Good listening and problem-solving ability.
• Customer-oriented approach with patience and a positive attitude.
• Ability to handle difficult or unhappy customers professionally.
• Good follow-up and coordination skills.
• Basic knowledge of MS Office / Excel and CRM software.
• Ability to multitask and manage multiple customer requests.
• Good written and verbal English communication; knowledge of Tamil is an advantage.

Qualification & Experience

• Any Graduate / Diploma.
• 1–3 years of experience in customer support, customer service, retail, hospitality, or a similar role.
• Experience in the furniture or retail industry will be an added advantage.
• Key Performance Indicators (KPIs)Customer complaint resolution time.
• Complaint closure rate.
• Customer satisfaction level.
• Follow-up effectiveness.
• Number of pending/open complaints.
• Accuracy of customer records and reports.
• Customer retention and service quality.

Preferred Candidate

A proactive, patient, well-organized individual who can effectively coordinate with different departments and ensure that every customer receives timely and professional support.