Customer Care Officer

job Summary

The Customer Care Executive is responsible for delivering an excellent customer experience by managing customer interactions, registering service requests, coordinating with repair engineers, updating customers on service status, and ensuring smooth product delivery. The role serves as the primary point of contact between customers and the service center.

Key Roles & ResponsibilitiesCustomer Interaction

• Welcome customers professionally and courteously.

• Manage customer flow through token calling and queue management.

• Understand customer concerns and provide appropriate assistance.

Service Request Registration

• Accurately register customer complaints and service requests in the system.

• Collect and verify customer information, product details, and issue descriptions.

• Ensure all required documentation is completed correctly.

Customer Communication

• Explain service processes, repair procedures, timelines, and applicable charges.

• Provide customers with clear information regarding available solutions.

• Address customer queries and concerns in a professional manner.

Job Assignment & Coordination

• Obtain customer approval for repairs and service activities.

• Coordinate with repair engineers and assign jobs as per the defined process.

• Monitor service progress and ensure timely completion.

Service Completion & Product Delivery

• Inform customers once the repair/service is completed.

• Explain the work performed, charges incurred, and warranty details, if applicable.

• Ensure proper handover of repaired products to customers.

Customer Satisfaction

• Collect Happy Codes and customer acknowledgements as required.

• Obtain customer feedback and record customer satisfaction levels.

• Escalate customer complaints and unresolved issues to management when necessary.

Reporting & Documentation

• Maintain accurate records of customer interactions and service requests.

• Prepare and share daily operational reports.

• Ensure compliance with company policies, service standards, and quality guidelines.

Required Qualifications

• Freshers with strong communication skills may also apply.

Required Skills & Competencies

• Excellent verbal and written communication skills.

• Strong customer service orientation.

• Ability to handle customer complaints professionally.

• Good interpersonal and problem-solving skills.

• Basic computer knowledge and proficiency in MS Office.

• Ability to work in a fast-paced service environment.

• Teamwork and coordination skills.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT) Score.

• Happy Code Collection Rate.

• Customer Feedback Ratings.

• Accuracy of Service Request Registration.

• Turnaround Time for Customer Handling.

• Daily Report Accuracy and Timeliness.

• Adherence to Service Center Processes.

Working Conditions

• Customer-facing role within a service center environment.

• May require working on weekends, holidays, or rotational shifts based on business requirements.

Work Location: In person

• It is a Full Time Customer Support / TeleCaller job for candidates with 0 - 5 years of experience.