Executive - Customer Care (1-3 Yrs) Kerala/Cochin/Kochi (After-Sales/Customer Service)

Key Responsibilities of a Customer Care ExecutiveCustomer Interaction:- Handle inbound and outbound calls, emails, and chat inquiries from customers.- Address customer inquiries, complaints, and requests in a professional and timely manner.- Provide accurate information regarding products, services, and policies.Problem Resolution:- Resolve customer issues efficiently and effectively, ensuring customer satisfaction.- Escalate complex issues to higher-level support or relevant departments when necessary.- Follow up with customers to ensure their issues are fully resolved.Product Knowledge:- Maintain a thorough understanding of the company s products and services.- Keep updated with any changes or new product launches.- Educate customers on product features and benefits.Customer Feedback :- Collect and document customer feedback to help improve products, services, and customer experience.- Communicate recurring issues and potential improvements to management.Documentation and Reporting:- Record customer interactions and transactions accurately in the company s CRM system.- Generate reports on customer service activities, performance metrics, and trends.- Maintain and update customer records.Team Collaboration:- Work closely with other departments (e.g., sales, technical support, billing) to resolve customer issues.- Participate in team meetings and training sessions to stay informed about new products and procedures.Customer Retention:- Engage with customers to build strong relationships and loyalty.- Implement strategies to retain customers and reduce churn rates.Quality Assurance :- Adhere to company policies, procedures, and quality standards.- Continuously strive to improve service quality and efficiency.Technical Support :- Provide basic technical support and troubleshooting for products and services.- Guide customers through technical processes and help them resolve technical issues.Sales Support :- Assist with upselling and cross-selling products and services when appropriate.- Inform customers about promotions, offers, and new products.Additional Responsibilities :Training and Development : Participate in ongoing training to enhance customer service skills and product knowledge.Multitasking : Manage multiple customer interactions simultaneously while maintaining high service standards.Conflict Resolution : Handle difficult customers and situations calmly and professionally, aiming for a positive resolution. (ref:updazz.com)

Payroll Type : Permanent