Customer Support Executive (CSE)

Job Description

Position Title : Customer Care Executive Location : Mansrover and Jagatpura Jaipur Reports To : Customer Care Executive Job Overview : A Customer Care Executive (CCE) is responsible for handling customer queries, resolving complaints, and ensuring a positive customer experience. The role involves direct interaction with customers, addressing their needs, and providing timely solutions. The CCE plays a critical part in maintaining customer satisfaction and fostering loyalty. Key Responsibilities : Customer Support : Answer customer inquiries through phone, email, or chat. Assist customers with product-related questions and provide detailed information regarding features, benefits, and usage. Issue Resolution : Effectively manage and resolve customer complaints, ensuring a high level of satisfaction. Handle product or service issues, process returns, exchanges, or refunds, as necessary. Customer Relationship Management : Maintain a positive relationship with customers by offering high-quality service. Handle customer feedback, queries, and suggestions, and escalate complex issues as needed. Order Assistance : Assist customers with placing orders, tracking shipments, and making changes to orders as needed. Ensure that order delivery and follow-up inquiries are handled efficiently. Documentation : Record customer interactions and transaction details in the system accurately. Maintain customer service records, including queries, complaints, and feedback. Promote Products and Services : Inform customers about additional products, services, or promotions. Upsell or cross-sell relevant products or services to customers when appropriate. Quality Assurance : Adhere to company policies and procedures while delivering customer service. Follow established protocols to handle escalations and ensure consistent service delivery. Team Collaboration : Work with other departments, including sales, technical support, and billing, to resolve customer issues. Participate in team meetings to share feedback, resolve challenges, and improve service quality. Customer Retention : Ensure customers’ needs are met, leading to long-term satisfaction and retention. Identify opportunities to enhance customer experience and improve service delivery. Performance Monitoring : Meet key performance indicators (KPIs), such as response time, resolution time, and customer satisfaction scores. Maintain a professional and courteous manner at all times, adhering to quality standards. Skills & Qualifications : Communication : Excellent verbal and written communication skills. Customer-Focused : Strong empathy and understanding of customer needs and concerns. Problem-Solving : Ability to think critically and resolve issues in a timely manner. Multitasking : Capable of handling multiple customer inquiries simultaneously. Attention to Detail : Accuracy in entering data, processing requests, and maintaining records. Tech-Savvy : Proficient with customer service software, CRM tools, and MS Office applications. Team Player : Ability to work collaboratively with colleagues across departments. Time Management : Efficiently manage time to meet customer expectations and organizational goals. Adaptability : Flexibility to handle various shifts and adjust to changing customer service needs. Education & Experience : Education : Minimum of high school diploma or equivalent; a bachelor’s degree is a plus. Experience : Prior experience in customer service, retail, or call center environments is advantageous but not mandatory. Work Environment : Ability to work in a fast-paced and customer-centric environment. Flexibility to work in shifts, including evenings, weekends, and holidays if required. Job Types: Full-time, Permanent, Fresher Pay: ₹20,000.00 - ₹30,000.00 per month Benefits: Health insurance Paid time off Provident Fund Work from home Schedule: Day shift Morning shift Night shift Rotational shift Supplemental Pay: Performance bonus Language: Hindi (Preferred) English (Preferred) Work Location: In person