Customer Care Executive

1. Job SummaryWe are looking for enthusiastic, customer-focused, and professional Customer Care Executives to join our Voice Process team. The ideal candidate will be responsible for handling inbound and outbound customer calls, resolving customer queries, providing accurate information, and ensuring a positive customer experience.

The candidate should possess excellent communication skills, a customer-first attitude, and the ability to handle customer concerns professionally.

• 2. Key ResponsibilitiesHandle inbound and outbound customer calls professionally.
• Respond to customer queries, complaints, and requests promptly.
• Provide accurate information about company products, services, and processes.
• Resolve customer issues efficiently and escalate complex cases to the appropriate department.
• Maintain a polite, professional, and customer-friendly approach during every interaction.
• Follow call-handling procedures, scripts, quality standards, and company policies.
• Maintain accurate customer records and update call details in the CRM system.
• Achieve daily, weekly, and monthly performance targets.
• Ensure customer satisfaction through effective communication and problem-solving.
• Follow up with customers when required to ensure timely resolution of their concerns.
• Maintain call quality, productivity, attendance, and adherence to assigned schedules.
• Coordinate with internal teams to resolve customer-related issues.
• Maintain the confidentiality of customer information and company data.
• 3. Eligibility CriteriaEducation: HSC / Graduate in any discipline.
• Experience: Freshers and experienced candidates can apply.
• Communication Skills: Good verbal communication skills in English, Hindi, and/or Marathi, depending on process requirements.
• Basic computer knowledge and familiarity with MS Office.
• Ability to handle customer queries patiently and professionally.
• Good listening, interpersonal, and problem-solving skills.
• Willingness to work in a target-driven environment.
• 4. Required SkillsExcellent verbal communication.
• Active listening and customer handling.
• Conflict resolution and complaint management.
• Basic computer and CRM knowledge.
• Time management and multitasking.
• Positive attitude and willingness to learn.
• Ability to work independently and as part of a team.
• Professional telephone etiquette.

5. Key Performance Indicators (KPIs)Performance will be evaluated based on:

• Number of calls handled per day.
• Average Handling Time (AHT).
• First Call Resolution (FCR).
• Customer Satisfaction Score (CSAT).
• Call Quality Score.
• Customer complaint resolution rate.
• Attendance and schedule adherence.
• Productivity and target achievement.
• 6. Working ConditionsWork From Office at the assigned Pune location.
• Working hours and weekly offs will be as per the assigned process.
• Candidates must adhere to company attendance, discipline, and performance policies.
• Process-specific training will be provided to selected candidates.
• 7. Compensation and BenefitsSalary: As per company standards and candidate experience.
• Incentives: Performance-based incentives, wherever applicable.
• Training and development opportunities.
• Career growth opportunities based on performance.
• Other benefits as per company policy.

8. Ideal Candidate ProfileThe ideal candidate should be customer-oriented, confident while speaking on calls, patient when handling complaints, and committed to delivering quality customer service. Candidates with prior experience in customer support, BPO, call centres, or voice processes will have an added advantage.

How to Apply: Interested candidates can share their updated resumes with the HR/Recruitment Team of ADA Tech Solutions Pvt. Ltd.