Customer Care Executive-Ramgopal Pet
Job Role: Customer Support Executive
Key Responsibilities
Key Responsibilities
- Handle inbound and outbound voice calls or emails to resolve customer queries.
- Listen to and understand customer requirements.
- Provide accurate information about products, services, features, and benefits.
- Provide end-to-end solutions to customer concerns.
- Ask relevant questions and use effective probing and prompting techniques.
- Capture all customer-provided information accurately and within the required timelines.
- Follow up with brands as per the escalation matrix until closure.
- Stay updated on products, processes, and services offered by the client.
- Ensure complete adherence to quality parameters and SOPs.
- Coordinate effectively with team members, SMEs, and Team Leaders.
- Maintain 100% schedule adherence.
- Escalate calls or issues to the Team Leader / Manager whenever required.
- Handle irate and demanding customers tactfully and professionally.
- Typing Speed: Minimum 15 WPM with 75% accuracy.
- Good computer operating skills.
- Familiarity with the internet and basic online tools.
- Strong process orientation and systems-thinking ability.
- Average to good communication skills in English and Hindi.
- Good telephone etiquette and customer-focused approach.
- Strong listening and problem-solving skills.
- Willingness to learn and adapt to new processes.
- Ability to work effectively with team members.
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