Customer Care Executive

1. Customer Support & Resolution

• Manage and respond to customer inquiries across multiple channels (phone, email, WhatsApp)
  
• Address and resolve customer concerns with empathy and efficiency
  
• Handle escalated and complex customer issues with composure and professionalism
  
• Ensure timely resolution of all customer queries within defined SLAs
  

2. Maintain Performance & Quality

• Consistently meet or exceed customer satisfaction targets and KPIs
  
• Maintain high-quality standards in all customer interactions
  
• Follow up with customers to ensure complete resolution and satisfaction
  

3. Documentation & Reporting

• Maintain accurate and detailed records of customer interactions in the CRM system
  
• Update customer databases with relevant information
  
• Generate regular reports on customer feedback and recurring issues
  

Requirements

Essential Requirements:

• Language Proficiency: Fluent communication in English, Bengali, and Hindi (spoken and written)
  
• Experience: Minimum 2 years in customer care, call centre, or back-office operations
  
• Communication Skills: Excellent verbal and written communication with strong listening abilities
  
• Problem-Solving: Ability to analyse issues and provide effective solutions
  
• Interpersonal Skills: Strong persuasion and negotiation skills to address customer concerns
  
• Technical Skills: Proficiency in MS Office and CRM software
  

Desired Attributes:

• Patient and empathetic approach to customer service
  
• Ability to remain calm under pressure
  
• Detail-oriented with strong organisational skills
  
• Team player with positive attitude
  

Benefits