Customer Care Executive

About the Role

We are looking for a Customer Care Executives in our Voice process (handle customer calls) that will be the liaison between our company and its current and potential customers. The successful candidate should be able to handle customer calls effectively and solving customer queries/complaints; keeping customer satisfaction at the core of every decision and behavior.

Customer Focus: Activities expected to be performed:-

• Handle customer chats initiated through Sales IQ queries/complaints

• Understand the customer problem & solve the grievance or escalate as per SOP

• Build sustainable relationships and engage customers by taking the extra mile

• Keep an outside-in mindset & empathize with the customer while providing solution

• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives

Building Relationship: Activities expected to be performed:-

• Understanding the unstated needs of the customer, asking relevant questions on chat thread, and picking the right time to pitch the recommended solutions

• Take a customer focused approach to handling complaints and escalations

Achieving KRAs & SOP adherence: Activities expected to be performed:-

• Handle customer chats as per SOP in order to meet KRAs - Net Promoter score (NPS), First Response time (FRT), Productivity, Periodic knowledge quiz score, Audit scores basis the calls/chats audited by internal quality

team

• Coordination with customer for any queries faced by them and solving the same.

• Ensure that all written communication is carried out as per the CC procedures.

• Keep records of all conversations in our call center database in a comprehensible way.

Personal attributes & competencies

• Minimum Qualification- Graduate

• Minimum 3 years of relevant experience in BPO/startups

• Excellent communication skills – Verbal & Written

• Active listening skills

• Excellent typing speed (A typing test will be conducted in interview in presence of HR)

• Customer centric attitude

• Ability to understand unstated needs & act in favor of the customer

• Good knowledge of MS-Office

• Good in multitasking, taking ownership & result-oriented