Customer Care Executive

Seniority Level

0 to 5 years

Employment Type

Full-time

Industry

Internet Service Provider

Job Functions

Field  Technician

Location

Hyderabad

Job description

Job Type: Permanent

Key Responsibilities:

  • Asking the correct questions – probing and prompting the customer wherever required.
  • Capturing accurately sufficient detail to enable the backend team to understand the problem and address it quickly.
  • Timely and accurate capturing all the information given by the customer in CRM.
  • Talking fluently in the customer’s language.

 

Managing the call through:

  • Creating empathy with the customer and building the customer’s confidence.
  • Emphasizing key words, handling objections and using product / service benefits to respond to customer queries and objections.
  • Offering first interaction resolution wherever possible.
  • Using front end empowerment tools as authorized to correctly address issues.
  • Raising the correct Service Request wherever immediate resolution is not possible.         

 

Handling irate / demanding customers where necessary, in a tactical manner

Escalating the call to the team leader / manager, wherever desirable

Follow-up with customers within a specified time period with regards to the initial phone call.

Staying current with knowledge of products/ processes & services offered

Ensure full adherence to all the quality parameters.

Essential Requirements:

A course in networking would be an added advantage.

Behavioral Competencies:

Withstands Pressure, flexible in terms of working hours, customer orientation.

Customer Care Executive

Full Time,  Permanent

Voice, non-voice

Qualification:                 

Intermediate/Graduation

 

Experience:

 0 to 5 Years

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