Senior Customer Care Executive – Australian Time Zone Customer Service Representative (USA Time Zone)

Customer Care Executive – Australian Time Zone
Company: Clipped Assist India Pvt. Ltd.
Location: Jogani Industrial Estate, Sion Chunabhatti, Mumbai, Maharashtra
Job Type: Full-time
Working Days: Monday to Saturday
Working Hours: Sydney afternoon shift, aligned with Australian business hours
About the Role
Clipped Assist India Pvt. Ltd. is seeking a customer-focused and professional Customer Care Executive to manage customer interactions and provide timely assistance to customers in Australia.
The successful candidate will be the first point of contact for customer inquiries, service requests, complaints, and follow-ups. The role requires excellent English communication skills, a customer-first approach, strong problem-solving abilities, and the ability to work effectively during Australian business hours.
Key Responsibilities and KRAs1. Customer Interaction and Support
Handle inbound and outbound customer calls, emails, and other communication channels as assigned.
Respond to customer inquiries professionally and within defined turnaround times.
Provide accurate information about company services, repair offerings, membership plans, and service processes.
Maintain a courteous, empathetic, and customer-friendly approach in every interaction.
2. Query and Complaint Resolution
Understand customer concerns and provide appropriate resolutions.
Coordinate with relevant internal teams to resolve service-related issues.
Escalate complex or unresolved complaints to the reporting manager or designated team.
Follow up with customers to ensure issues are addressed and satisfactory resolutions are achieved.
3. Service Coordination and Follow-ups
Coordinate customer appointments, service requests, and follow-ups as required.
Communicate relevant updates regarding service bookings, repair progress, and customer requests.
Ensure accurate recording and tracking of customer interactions and pending cases.
Work closely with operations and other relevant teams to facilitate a smooth customer experience.
4. Customer Satisfaction and Service Quality
Maintain high standards of professionalism, accuracy, and responsiveness.
Aim for first-contact resolution wherever possible.
Follow approved communication scripts, standard operating procedures, and company policies.
Identify recurring customer issues and share feedback with the reporting manager for service improvement.
5. CRM and Documentation
Record all customer interactions, complaints, follow-ups, and resolutions accurately in the designated CRM or system.
Maintain updated customer records and ensure no inquiry or follow-up is missed.
Prepare periodic reports on call volumes, pending cases, customer complaints, and resolution status, as required.
Maintain confidentiality of customer information and comply with applicable data protection requirements.
6. Shift Management and Attendance
Adhere to the assigned Sydney-aligned shift timings and scheduled working days.
Maintain punctuality, attendance, and availability throughout the assigned shift.
Ensure proper handover of pending cases and unresolved customer issues.
Attend team meetings, training sessions, and performance reviews as scheduled.
Key Performance Indicators (KPIs)
Performance will be evaluated against the following parameters:
Customer Satisfaction: Quality of customer interactions and customer feedback.
Call and Query Handling: Timely and professional handling of assigned customer interactions.
First-Contact Resolution: Percentage of customer queries resolved during the initial interaction, where applicable.
Turnaround Time: Timely resolution and closure of customer inquiries and complaints.
Follow-up Compliance: Completion of customer callbacks and pending-case follow-ups within agreed timelines.
CRM Accuracy: Completeness and accuracy of customer records and interaction notes.
Quality and Compliance: Adherence to approved processes, communication standards, and company policies.
Attendance and Punctuality: Consistent adherence to assigned Australian-aligned working hours.
Team Coordination: Effective coordination with operations and other internal teams to resolve customer issues.
Specific KPI targets will be defined by management based on operational requirements and customer service benchmarks.
Candidate Requirements
Excellent verbal and written English communication skills.
Strong listening, interpersonal, and problem-solving abilities.
A customer-oriented attitude with patience, empathy, and professionalism.
Prior experience in customer service, customer support, or a call centre is preferred.
Basic computer literacy and familiarity with CRM systems, spreadsheets, and email.
Ability to manage multiple customer inquiries and maintain accurate records.
Willingness to work during Sydney-aligned afternoon/evening hours in India.
Ability to work independently while coordinating effectively with internal teams.
Reporting and Accountability
The Customer Care Executive will report to the designated Customer Service Manager or Operations Manager and will be responsible for maintaining customer service standards, accurate documentation, timely follow-ups, and effective coordination with relevant teams.
Note: Exact shift timings, performance targets, and escalation procedures will be communicated by management and may be revised according to business requirements.

Work arrangement
No