Customer Care Executive

Customer Care Executive – KRAs

1. Response Time

   • Respond to all customer queries within 15 minutes during working hours.

2. Lead Conversion

   • Convert inquiries into appointments/sales as per monthly targets.

3. Appointment Management

   • Ensure accurate booking, rescheduling, and confirmations.

4. Customer Satisfaction

   • Maintain high customer satisfaction and positive feedback ratings.

5. Follow-Ups

   • Complete all pending leads and post-service follow-ups daily.

6. Product & Service Knowledge

   • Recommend suitable products, treatments, and memberships confidently.

7. CRM Management

   • Update customer details, notes, and lead status accurately.

8. Issue Resolution

   • Resolve customer concerns promptly and escalate when required.

9. Revenue Contribution

   • Support upselling and cross-selling of products and services.

10. Reporting

• Submit daily lead, booking, sales, and follow-up reports.

Core KPI Targets

• Response Time: ≤ 15 mins

• Lead Follow-Up Rate: 100%

• Appointment Conversion Rate: Target as assigned

• Customer Satisfaction: 4.5+/5

• CRM Accuracy: 100% updated records

• Missed Calls/Leads: Zero tolerance goal.

• इस फुल टाइम ग्राहक सहायता / टेलीकॉलर Job में ग्राहक सहायता / टेलीकॉलर में 1 - 2 वर्षो का अनुभव वाले उम्मीदवारों की जरुरत है।