Customer Care Executive

Key Roles & Responsibilities

1. Customer Call Handling

Attend inbound and outbound customer calls professionally and courteously.

Provide accurate information regarding products, orders, warranty, repairs, replacements, and services.

Resolve customer concerns within defined timelines.

Maintain proper call etiquette and positive communication.

Escalate unresolved or critical issues to senior management when required.

Ensure all customer interactions are recorded in CRM or support systems.

2. WhatsApp & Digital Message Handling

Respond promptly to customer queries received through WhatsApp, email, and social media channels.

Share order updates, invoices, repair status, warranty details, and service instructions.

Maintain quick turnaround time (TAT) for all digital communication.

Use professional written communication with proper grammar and tone.

Follow up with customers until issue resolution.

3. Complaint & Escalation Management

Handle customer complaints calmly and professionally.

Understand customer concerns and provide suitable resolutions.

Identify high-priority or sensitive cases and escalate them to the concerned department.

Coordinate with logistics, warehouse, repair, and sales teams for faster resolution.

Maintain escalation tracker and ensure closure within SLA timelines.

Reduce repeat complaints through proactive communication and follow-ups.

4. Repair & Replacement Process Management

Verify warranty eligibility and purchase details.

Coordinate product pickup, repair, servicing, or replacement process.

Update customers regarding repair timelines and status.

Ensure proper documentation for damaged/defective products.

Coordinate with service centers and internal teams for smooth processing.

Maintain records of repaired, replaced, and pending cases.

Ensure customer satisfaction after closure of repair/replacement requests.

5. Grievance Handling

Register and acknowledge customer grievances promptly.

Investigate issues thoroughly by coordinating with internal teams.

Provide fair and customer-focused resolutions.

Maintain grievance logs and status reports.

Ensure all grievances are resolved within company policy timelines.

Escalate legal or sensitive complaints to management when necessary.

6. Coordination & Reporting

Work closely with sales, dispatch, warehouse, and technical teams.

Prepare daily and weekly customer support reports.

Track pending complaints, repairs, and escalations.

Share feedback trends and customer insights with management.

Suggest process improvements to enhance customer experience.

Required Skills

Excellent verbal and written communication skills.

Strong customer handling and problem-solving abilities.

Knowledge of CRM tools, Excel, and WhatsApp Business.

Ability to multitask and work under pressure.

Patience, empathy, and professional attitude.

Good coordination and follow-up skills.

Performance Expectations / KPIs

Customer response time

Complaint resolution time

Customer satisfaction score (CSAT)

Escalation handling efficiency

Repair/replacement closure rate

Communication quality and professionalism

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 2 years of experience.