Customer Care Executive

Impact HR & KM Solutions

customer interaction & issue resolution:

respond promptly and professionally to customer inquiries via multiple channels, including phone, email, live chat, and social media.

actively listen to customers to understand the root cause of their issues, concerns, or complaints.

provide accurate, valid, and complete information about products, services, policies, and procedures.

troubleshoot problems and guide customers step-by-step to resolve issues efficiently, aiming for first-contact resolution.

handle and de-escalate challenging customer interactions with empathy, patience, and professionalism.

data management & reporting:

accurately process orders, forms, applications, and customer requests.

maintain detailed and accurate records of all customer interactions, transactions, comments, and complaints using the customer relationship management (crm) system.

follow up with customers to ensure their issues are fully resolved and they are satisfied with the solution.

collect and analyze customer feedback (., surveys, reviews) to identify recurring issues and provide insights to management and other departments.

collaboration & process improvement:

escalate complex or unresolved issues to the appropriate internal teams (., technical support, billing, logistics) and coordinate with them for a timely resolution.

maintain a deep and up-to-date knowledge of the company's products and services to provide comprehensive support.

identify opportunities to upsell or cross-sell products and services when appropriate.

adhere to company communication procedures, guidelines, and quality standards (., slas, call handling quotas).

required skills & qualifications

skills:

exceptional communication: strong verbal and written communication skills with a clear, professional, and empathetic tone.

active listening: ability to pay full attention to what customers are saying, take time to understand their points, and ask clarifying questions.

problem-solving: proven ability to think critically, analyze customer issues, and find practical, efficient solutions.

empathy & patience: a genuine desire to help customers and the ability to remain calm and professional, especially when dealing with frustrated individuals.

organizational & time management: excellent ability to multitask, prioritize a high volume of inquiries, and manage time effectively.

technical proficiency: familiarity with crm systems (., salesforce, zendesk, freshdesk) and standard office software (., ms office).

conflict resolution: skillful in mediating and resolving disputes to ensure customer satisfaction.

• Experience

  1 - 2 Years

• No. of Openings

  1

• Education

  I.T.I. [Electrician]

• Role

  Customer Care Executive

• Industry Type

  Call Centre / BPO / KPO / ITES / LPO

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office

• Face interview location

  Impact HR and KM Solutions Near Canada Corner Signal Ravi Chambers Basements Below Laminate Gallery