Customer Care Executive

·     Job Title: Customer Service Executive            

·     Department: Operations – Customer Support

·     Reporting To: Team Leader / Supervisor

·     Job Location: Bangalore

·     Employment Type: Full-Time

Job Summary

The Call Centre Agent is responsible for handling incoming customer calls professionally and efficiently. The role involves resolving customer queries, providing accurate information, addressing complaints, and ensuring a high level of customer satisfaction while meeting quality and productivity standards.

Key Responsibilities

• Handle inbound customer calls in a courteous, professional, and timely manner.
• Identify customer needs and provide accurate information regarding products and services.
• Resolve customer queries and complaints within the defined service levels.
• Escalate unresolved issues to the appropriate department whenever required.
• Maintain accurate records of customer interactions in the CRM/system.
• Achieve daily and monthly Key Performance Indicators (KPIs) including:

·     Average Handling Time (AHT)

·     First Call Resolution (FCR)

·     Customer Satisfaction (CSAT)

·     Quality Assurance (QA) Score

·     Schedule Adherence

·     Attendance and Punctuality

• Follow company policies, processes, and standard operating procedures (SOPs).
• Maintain confidentiality of customer and company information.
• Participate in training sessions, coaching, and team meetings.
• Meet productivity and performance targets as assigned by management.
• Work collaboratively with team members to ensure excellent customer service.

Required Qualifications

• Minimum qualification: PUC/12th Pass or Graduate (preferred).
• Freshers with excellent communication skills may also apply.

Skills & Competencies

• Candidates must possess good English communication skills, which is a mandatory requirement. In addition, proficiency in at least one regional language—Kannada, Hindi, Tamil, Telugu, or Malayalam—is required.
• Strong verbal communication skills.
• Strong listening and interpersonal skills.
• Customer-focused attitude.
• Problem-solving and conflict-resolution skills.
• Basic computer knowledge and typing skills.
• Ability to multitask and work under pressure.
• Time management and organizational skills.
• Positive attitude and willingness to learn.

Technical Requirements

• Basic knowledge of MS Office applications.
• Good typing speed with high accuracy.

Working Conditions

• Willingness to work in rotational shifts (10 am to 7 pm or 1 pm to 10 pm), on weekends, and public holidays as per business requirements.
• One week-off would be provided on rotational basis.
• Ability to work from the office or remotely (if approved under the company's WFH policy).