POSITION SUMMARY

The Customer Care Executive is primarily responsible for ensuring delivery of exceptional customer service to customers as per the respective client’s SLA.

The primary focus of a Customer Care Executive is to assist; retain; acquire and/or recover customers.

DUTIES AND RESPONSIBILITIES

• Build rapport with customers by handling each and every customer call in a courteous; and professional manner
• Ensures consistently imparts the correct product an each call.
• Obtains; imparts; clarifies and verifies information to and/or from customers to ensure delivery of exceptional customer service
• Demonstrate appropriate levels of empathy in situations that require these skills;and provides customers with caring individualized attention.
• Accurately tags each call as per defined tagging list/CRM tagging list.
• Ensure that the quality of each call is in compliance with predefined quality parameters.
• Consistently contributes towards improving customer experience by identifying potential areas for process/productivity improvements and highlights the same to the Team Lead
• Utilize the relevant tools and resources provided by the Company to respond to customer queries and requests.
• Ensure strict adherence to established attendance schedules.
• Provides on the job training support to new team members to facilitate improvement in their levels of performance – through mentor / mentee relationship.
• Provides the relevant reports on a daily basis – where applicable.
• Appropriately escalates customer queries to the Team Lead to ensure speedy resolution of the same.
• Ensures daily performance targets are met

REQUIREMENTS

KNOWLEDGE, SKILLS AND ABILITIES

• Minimum of a Degree
• Excellent listening skills; uses appropriate probing techniques to facilitate clear understanding of queries and thus provide appropriate and accurate solutions to customer queries.
• Good typing speed and computer skills, particularly with regard to Microsoft office applications
• Good communication skills including a clear voice; and fluency in English and local languages pertaining to the respective location
• Ability to work in a team environment
• Ability to maintain a calm disposition particularly in stressful work situations.
• Displays a positive attitude; ability to remain positive and energetic throughout a work day.
• Updates self on comparative product and services

WORK CONDITIONS

• Ability to work any shift in a 24/7 work environment including odd hours; weekends and public holidays
• Ability to work extra hours to meet business needs
• To reside within reasonable travel distance to the office, as defined by the Company; to facilitate ease of transport arrangements – where applicable
• May be required to undergo periodic occupational related medical examination to assess own suitability for continued employment at the Call Center