JOB DETAILS:
Job Summary:
As a Call Center Executive in an FMCG (Fast-Moving Consumer Goods) company, you will play a key role in managing customer queries, resolving complaints, and providing excellent service. You will act as the bridge between customers and the company, ensuring a positive brand experience by addressing product inquiries, handling order-related issues, and managing feedback efficiently.

Key Duties and Responsibilities:
• Handle incoming customer calls, emails, and messages regarding FMCG products and services.
• Provide information on products, promotions, and availability.

• Assist customers with order placement, order tracking, and delivery inquiries.

• Resolve customer complaints and escalate unresolved issues to relevant departments.
• Identify and troubleshoot product-related issues, including packaging, quality, and product damage.

• Provide solutions for common issues like order delays, incorrect shipments, or stock availability.
• Maintain positive customer relationships by handling interactions professional.

• Follow up on customer concerns, ensuring timely resolution and feedback.
• Document customer interactions and update CRM systems accurately.
• Stay up-to-date with the company’s FMCG product portfolio, including new launches, promotions, and discontinued items.
• Support the sales team by providing assistance in processing large customer orders and returns.
• Ensure that all necessary documentation is completed for returns, replacements, or refunds.
• Provide daily, weekly, and monthly reports on customer satisfaction, complaints, and resolution times.

Qualifications, Skills and Experience:
• A degree or diploma in business, marketing, or a related field is preferred.
• 1 year of experience in a call center, customer service, or similar role is preferred but not a must.
• Experience in the FMCG sector is highly advantageous.
• Ability to work in a fast-paced, high-pressure environment.
• Flexibility to work shifts, including evenings, weekends, or holidays when needed.
• Strong interpersonal skills and a team-oriented approach.
• Excellent Communication Skills:
• Ability to communicate clearly and effectively with customers and internal teams.

Please quote the name of the job title in the subject line.