Customer Care Executive
Customer Service
Posted on Aug 21, 2026
Key Responsibilities
- Handle customer queries and complaints through WhatsApp, phone calls, and ticketing systems.
- Provide timely, accurate, and professional responses to ensure customer satisfaction.
- Manage and update customer records in the system, ensuring accuracy of information.
- Use Excel for basic reporting, data entry, and tracking customer issues.
- Coordinate with internal teams to resolve escalated cases efficiently.
- Convince and retain customers by providing suitable solutions and building trust.
- Follow SLA timelines and maintain performance metrics (response time, resolution rate, FCR, CSAT).
- Continuously improve knowledge of products, processes, and customer interaction skills.
Required Skills & Qualifications
- Education: Graduate / Diploma holder (any stream).
- Languages: Strong verbal and written communication skills in Hindi & English.
- Technical Skills:
- Basic Excel (data entry, filters, reports).
- Familiarity with Whats App messaging / Ticketing.
- Customer Handling Skills:
- Active listening and problem-solving abilities. Effective Communication.
- Persuasive and empathetic communication. Respond promptly to customer queries.
- Ability to manage difficult customers calmly and professionally. Verify customer details before taking action. Follow up on pending cases within the committed timelines.
- Acknowledge the customer's emotions. Make the customer feel heard and valued. Confirm that the customer's issue has been resolved.
- Ensure the customer fully understands the resolution.
- Maintain a polite, friendly, and confident tone. Focus on solutions rather than limitations.
- Take responsibility for resolving the customer's concern. Have a strong understanding of products, policies, and processes.
- Work Environment: Flexibility to work in a roster-based schedule.
- Experience: 1–3 years of experience in customer service (preferred).
Key Attributes
- Customer-Centric Mindset
- High level of patience and adaptability.
- Quick learner with ability to handle multitasking.
- Team player with accountability.
- Professionalism/ Adaptability
