Location
Gurgaon | India
Job description
Interact with customers via various communication channels, such as phone, email, chat, or in-person.
Address customer inquiries, requests, complaints, and feedback in a professional and courteous manner.
Problem Resolution:
Resolve customer issues, concerns, and complaints efficiently and effectively, aiming for a satisfactory outcome.
Determine the root causes of problems and find solutions.
Product/Service Knowledge:
Maintain a deep understanding of the company's products or services to provide accurate information and assistance to customers.
Communication Skills:
Communicate clearly and effectively with customers, ensuring they understand the information and solutions provided.
Adapt communication style to the customer's needs and preferences.
Customer Relationship Management:
Build and maintain strong customer relationships to foster loyalty and trust.
Follow up with customers to ensure their needs are met and gather feedback.
Documentation:
Maintain accurate and detailed records of customer interactions and issues, including resolutions and follow-up actions.
Multi-Tasking:
Handle multiple customer inquiries simultaneously, prioritizing urgent issues while managing routine requests.
Team Collaboration:
Collaborate with other departments, such as sales, technical support, and product development, to resolve customer issues and improve service quality.
Product/Service Improvement:
Provide feedback from customers to help the company improve products, services, and processes.
Compliance:
Ensure compliance with company policies, procedures, and regulations when interacting with customers.
Data Analysis:
Analyze customer data to identify trends, patterns, and opportunities for improving customer service.
Training:
Stay updated on product/service knowledge and customer service techniques through ongoing training and professional development.
Handling Escalations:
Manage escalated customer issues by collaborating with supervisors or managers when necessary.
Maintain Professionalism:
Uphold a professional demeanor, even in challenging situations, and maintain confidentiality.
Performance Metrics:
Meet or exceed performance metrics, such as response time, resolution time, customer satisfaction scores, and more, as established by the company.
Adaptability:
Adapt to changes in company processes, technologies, and customer needs.
Remember that a Customer Care Executive plays a pivotal role in shaping the customer's perception of the company, and the level of service they provide can greatly impact customer loyalty and the company's reputation. The specific responsibilities may be tailored to the unique needs and goals of the company and its industry.
Job tags
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