Job 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.

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 & RESPONSIBILITIES

• Build rapport with customers by handling every customer call courteously and professionally,
• Ensures consistently imparts the correct product and service information during 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 provide customers with caring, individualised attention.
• Accurately tags each call as per the defined tagging list/CRM tagging list.
• Ensure that the quality of each call complies 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 Leader.
• Utilises 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 a mentor/mentee relationship.
• Provides the relevant reports daily – where applicable.
• Appropriately escalates customer queries to the Team Leader to ensure speedy resolution of the same.
• Ensures daily performance targets are met.

KNOWLEDGE, SKILLS AND ABILITIES

• A degree or a Diploma will be an added advantage
• Excellent listening skills; uses appropriate probing techniques to facilitate a clear understanding of queries and thus provide appropriate and accurate solutions to customer queries.
• Good typing speed and computer skills, particularly in Microsoft Office applications
• Good communication skills, including a clear voice, and fluency in English and local languages of 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 workday.
• Updates self on products and services by reading new product information, and participating in training opportunities
• Updates own market intelligence on comparative products 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 a 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 medical examination to assess own suitability for continued employment at the Call Centre

YEARS OF RELEVANT WORK EXPERIENCE:-

• Entry Level/No experience