Senior Customer Care Executive

Job Description

• Maintain Customer focus at all times and respond to customers enquiries /orders/complaints (through e-mails, phone and fax) using the best Practice guidelines.  Answer all calls/mails/fax received at the Desk.
• Work within agreed service levels, striving to exceed customer expectations.
• Take ownership of queries and proactively follow through to resolution.
• Ensure all customers queries are investigated and resolved; escalate issues if appropriate, to the Team Leader.
• Is able to effectively use automated information systems.
• Maintain professional working relationship with internal and external customers, and colleagues.
• Adhere to agreed standards of quality and productivity and process all orders/ claims/ queries with a minimum 98% accuracy rate.  
• Assist in gathering business requirements and analysis activities to facilitate Continuous Improvement.
• Assist in documenting any requirements information and process maps clearly and to the agreed standards.
• Update the client on the status of the order. Handle MIS, generate reports.
• Handling Complaints/escalations.
• Meeting client requirements on time and effectively thereby winning their goodwill.
• Sensitization of the client requirements and accordingly prioritizing the activities.
• Work effectively as part of a team to achieve individual, team and organizational objectives, sharing knowledge and skills as appropriate.

Qualifications

Experience- 1- 5 Years

Education- Any Graduate

What we will be looking for in you :

• Typing speed of minimum 30-35 words per minute. is mandatory*
• Must have Customer Service experience
• Excellent & Articulative Telephone/written/verbal Communication skills
• Must be collaborative to work with multi functional teams
• Must have a good time management skill
• During the task assigned one must have attention to Detail
• Open to learn and also take feedback as per the process.
• Open to work flexible with timing during peak timings.
• Must have good hands on working experience on Microsoft office applications such as Word, Excel, PowerPoint etc.
• We invite candidates from any customer service experience (BPO's, Retail's, Manufacturing etc.)Role & responsibilities