Customer Care Executive
The Customer Care Executive is responsible for maintaining
strong relationships with customers by addressing their inquiries, resolving
issues, and ensuring high levels of satisfaction. The role involves assisting
customers, providing product information, and ensuring smooth communication
between the company and its clients. The officer plays a key role in supporting
the customer service functions, enhancing customer experiences, and
contributing to business growth
Primary Responsibilities
- Respond
to customer inquiries through phone, email, or in-person, providing timely
and accurate assistance.
- Foster
strong relationships with customers by delivering personalized service and
addressing their concerns effectively.
- Assist
customers with product information, account updates, service requests, and
general inquiries.
- Collaborate
with internal teams to resolve customer issues and meet service
expectations.
- Maintain
accurate and up-to-date customer records, documenting communications and
service requests.
- Handle
complaints and feedback, resolving issues in a positive and professional
manner.
- Follow
up with customers to ensure satisfaction and that their concerns have been
addressed appropriately.
- Assist
in managing customer accounts, ensuring proper documentation and updates
as necessary.
- Escalate
unresolved or complex issues to the Customer Service Supervisor for
further action.
- Provide
feedback and suggestions for improving customer service processes and
overall customer experience.
- Proactively
identify opportunities to enhance customer satisfaction and recommend
service improvements.
- Ensure
alignment with customer service policies, procedures, and company
standards.
- Assist
with any additional tasks as directed by the Customer Service Supervisor.
- Any
other responsibilities assigned to the jobholder by the supervisor from
time to time.
Qualifications and Experience
- A
minimum of a Diploma in Communication from a recognised university.
- Experience
with customer service management systems and CRM tools is an added
advantage.
- A
minimum of one (1) years of experience in a similar position
Skills and Attributes
- Must
demonstrate high integrity and ethical practice
- Must
demonstrate ability to work independently with minimum supervision.
- Must
be a team player who is able to work cordially in teams
- Must
demonstrate ability to multitask.
- Must
demonstrate commitment to operational effectiveness
- Should
have ability to solve problems by applying relevant business knowledge
- Should
demonstrate professional expertise in the relevant work area
- Must
have the ability to communicate for both written and oral communication
- Must
be able to work under pressure
- Must
be a flexible person, who is willing to learn and able to work flexible
hours to achieve goals
- Must
have knowledge in use of MS office packages