Customer Care Executive

Job Title: Customer Service Executive

Location: Divya Dholay Citizen Services Center, [7 Bunglows, Andheri west , Mumbai ]

Employment Type: Full-Time

Job Summary:

We are seeking a dedicated and customer-focused professional to join our Citizen Services Center. The Customer Service Executive will serve as the first point of contact for citizens, assisting them with inquiries and service requests, while ensuring a smooth, efficient, and courteous experience.

Key Responsibilities:

1.     Citizen Assistance & Service Delivery
o    Greet and guide citizens visiting the center.

o    Handle queries related to Government services, registrations, certificates, licenses, and other civic services.

o    Provide accurate and timely information about procedures and documentation requirements.

2.     Complaint Handling & Issue Resolution
o    Record and track citizen complaints through the service management system.

o    Escalate unresolved issues to appropriate authority .

o    Follow up to ensure timely resolution.

3.     Documentation & Data Entry
o    Assist citizens with filling forms and submitting required documents.

o    Maintain accurate records of service requests, complaints, and citizen interactions.

o    Update and manage the citizen database using internal systems.

4.     Communication & Coordination
o    Coordinate with internal team member to resolve citizen issues efficiently.

o    Communicate updates and timelines clearly to citizens.

o    Provide feedback to management for process improvement.

5.     Quality & Compliance
o    Ensure services comply with organizational policies and municipal guidelines.

o    Maintain a courteous and professional demeanor at all times.

o    Monitor citizen satisfaction and suggest improvements.

Key Skills & Competencies:

• Strong communication skills (Marathi, Hindi, and English preferred)

• Excellent interpersonal and customer service skills

• Basic computer literacy and familiarity with MS Office

• Ability to handle multiple tasks efficiently

• Problem-solving and conflict resolution skills

• Professional and courteous demeanor

Qualifications & Experience:

• Education: Minimum 10+2 / Higher Secondary; graduate preferred

• Experience: 1–2 years in customer service, public service, or related roles preferred

Additional Attributes:

• Patience and empathy while dealing with citizens

• Ability to work in a fast-paced environment

• Familiarity with municipal services or citizen-centric programs is a plus

Reporting:

Reports to: Center Manager / Supervisor, Divya Dholay Citizen Services Center

How to Apply:

Interested candidates may submit their resume to [divyadholaycsc@gmail.com] with the subject line:

“Application – Customer Service Executive, Divya Dholay Citizen Services Center”

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 1 years of experience.