Customer Care Executive

Responsibilities
Customer interaction: Respond promptly and professionally to all customer communications.
Issue resolution: Troubleshoot and resolve customer problems in a timely and effective manner, escalating complex issues to other departments when necessary.
Record-keeping: Maintain accurate and detailed records of all customer interactions, transactions, and feedback in a CRM system.
Product knowledge: Develop and maintain a comprehensive understanding of the company's products, services, and policies.
Follow-up: Conduct follow-up communications with customers to ensure their issues are fully resolved and they are satisfied.
Customer feedback: Identify and document recurring customer issues and provide feedback to management to improve processes and products.
Sales support: Assist with sales-related activities such as processing orders, providing product information, and identifying upselling opportunities.
Performance metrics: Meet or exceed key performance indicators (KPIs) like customer satisfaction (CSAT) score, first call resolution (FCR) rate, and average handling time (AHT).
Qualifications and skills
Educational background: A high school diploma or equivalent is generally required, though some employers may prefer a bachelor's degree.
Experience: Previous experience in a customer service, call center, or BPO environment is preferred.
Communication skills: Excellent verbal and written communication skills are essential for interacting with customers clearly and professionally.
Problem-solving: Strong analytical and problem-solving abilities are necessary to address customer issues effectively.
Technical skills: Proficiency with customer relationship management (CRM) software such as Salesforce, Zendesk, or Freshdesk is often required.
Soft skills: Patience, empathy, a positive attitude, and the ability to listen actively are crucial for handling interactions with customers.
Adaptability: The capacity to manage multiple tasks and prioritize workload effectively in a fast-paced environment is key.