Customer Care Executive (Call Center)

Handle inbound/outbound voice calls or email for resolving customer queries
Listen to and understand customer requirements
Provide product/service details and benefits to customers
Provide end-to-end solutions to the customer
Ask the correct questions probing and prompting the customer wherever required
Timely and accurate capturing of all information given by the customer
Timely follow-up with brands as per escalation matrix till closure
Stay current with knowledge of products, processes, and services offered by the
client
Ensure full adherence to all quality parameters and SOP
Cooperate with other team members, SMEs, and Team Leaders
Ensure 100% adherence to schedule
Escalate the call to the Team Leader/Manager wherever desirable
Handle irate/demanding customers in a tactical manner
Skills & Competencies
Good typing skills Minimum 15 WPM / 75% accuracy
Adept at operating computers; familiarity with the internet is desired
Process orientation and systems thinking
Average to good communication skills in English and Hindi
Pleasing telephone etiquette and customer focus

Work arrangement
No