Customer Care Executive

Customer Care Team – Job Description

Department

Customer Care / Customer Support

Position Title

Customer Care Executive

Reporting To

Customer Care Head / Owner / Sales Head

Purpose of Role

To provide complete support to customers after inquiry, order, dispatch, and payment. The Customer Care Executive is responsible for solving customer issues, maintaining customer satisfaction, giving dispatch and payment updates, handling complaints, and ensuring repeat business.

Main Responsibilities

1. Customer Call & WhatsApp Handling

• Attend all incoming customer calls and WhatsApp messages.

• Reply politely and quickly.

• Understand customer issue or requirement.

• Maintain proper communication with customer.

• If call is missed, call back within 15 minutes. ☎️

2. Complaint Handling

• Handle complaints related to:

  • Delay in dispatch

  • Wrong material

  • Wrong quantity

  • Damage material

  • Payment issue

  • Rate issue

  • Invoice issue

• Record every complaint in register / LMS.

• Coordinate with sales, dispatch, accounts, or production team to solve issue.

• Give customer proper update until issue is closed.

3. Dispatch & Order Status Update

• Inform customer regarding:

  • Order confirmation

  • Production status

  • Dispatch date

  • LR number

  • Transport details

  • Delivery expected date

• Follow up with dispatch team daily.

• Ensure customer receives all dispatch details.

4. Payment Follow-Up Support

• Share bill, invoice, and ledger with customer.

• Remind customer for pending payment politely.

• Coordinate with accounts department.

• Update payment status in LMS.

• Inform customer after payment is received.

5. Customer Satisfaction Follow-Up

• Call customer after delivery.

• Ask if material, quality, and service are satisfactory.

• Take feedback and update record.

• If customer is happy, ask for repeat order or referral. 🙂

6. Data Entry & Record Maintenance

• Update every customer conversation in LMS / Excel / Register.

• Maintain:

  • Customer Name

  • Mobile Number

  • Complaint Status

  • Order Status

  • Dispatch Status

  • Payment Status

  • Next Follow-Up Date

• Keep records accurate and updated daily.

7. Coordination With Departments

• Coordinate with:

  • Sales Team

  • Dispatch Team

  • Accounts Team

  • Production Team

  • Owner

• Escalate urgent issues immediately.

8. Repeat Business & Relationship Building

• Maintain good relation with existing customers.

• Follow up with old customers for repeat order.

• Wish customers on festival or important dates if required.

• Build long-term trust with customers.

Daily Work Flow

1. Check all pending WhatsApp and calls.

2. Reply to customers.

3. Check dispatch and payment pending list.

4. Call customers for update or complaint resolution.

5. Coordinate internally with concerned department.

6. Update LMS / Excel / register.

7. Share daily report to owner.

Daily Targets

• Customer calls attended: Minimum 30 📞

• WhatsApp replies: 100% same day

• Complaint resolution follow-up: 100%

• Pending payment calls: Minimum 10

• Dispatch update calls: Minimum 10

• LMS updates: 100%

Required Skills

• Good communication in Hindi and basic English

• Patience and polite behavior

• Ability to solve customer problems

• Good follow-up ability

• Basic Excel and WhatsApp knowledge

• Ability to work under pressure

• Strong coordination skills

KPI / Performance Measurement

• Customer response time: Within 10 minutes

• Complaint closure time: Within 24 hours if possible

• No missed customer follow-up

• 100% record accuracy

• Customer satisfaction score as per management target

• Minimum repeat customer follow-up completed

Common Mistakes Not Allowed

• Ignoring customer call or message

• Wrong commitment without approval

• Delay in complaint resolution

• Not updating LMS or register

• Wrong dispatch or payment information

• Rude behavior with customer

Expected Result From Role

• Better customer satisfaction

• Faster complaint resolution

• More repeat orders 📈

• Better paym

• It is a Full Time Customer Support / TeleCaller job for candidates with 0 - 6+ years Experience.