Customer Care Executives
- Full Time
- View on Map
- @Aerial Telecom Solutions Pvt. Ltd. posted 7 months ago
- Posted : September 13, 2024 -Accepting applications
- View(s) 281
Job Detail
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Job ID 4544
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Offered Salary 16402
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Career Level Others
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Experience Less Than 1 Year
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Gender Female
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Industry Development
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Qualifications Diploma
Job Description
Salary – As per the industry norms
Qualification – 12th Pass and above
Shift Timings – 9am to 6pm and 12 to 9pm
Fresher’s can also apply
Work from Office / No Cab
Responsibilities of Customer Care Executives :
1. Handling Customer Inquiries:
- Respond to Queries: Address customer inquiries regarding products, services, order status, shipping, payments, and more via various communication channels (phone, email, chat).
- Provide Product Information: Offer detailed information about products, including availability, features, pricing, and specifications.
- Assist with Website Navigation: Help customers navigate through the e-commerce website, including locating products, understanding categories, and completing orders.
2. Order Management:
- Process Orders: Assist customers in placing orders, updating shipping addresses, selecting payment methods, and completing the checkout process.
- Track Orders: Provide real-time order status updates and assist in tracking shipments, helping customers locate their packages.
- Resolve Order Issues: Manage issues such as incorrect orders, delayed deliveries, or missing items, coordinating with logistics teams as needed.
3. Handling Complaints and Issues:
- Resolve Complaints: Address and resolve customer complaints related to product quality, delayed deliveries, or discrepancies between the product received and what was advertised.
- Product Return/Refund: Manage requests for returns, exchanges, or refunds as per the company’s return policy, guiding customers through the process.
- Technical Support: Provide basic troubleshooting for customers facing issues with the e-commerce platform, payment gateway, or account access.
4. Customer Relationship Management (CRM):
- Update Customer Records: Maintain accurate and up-to-date records of customer interactions, complaints, and resolutions in the CRM system.
- Follow Up: Ensure timely follow-ups on unresolved issues and communicate updates to customers until a satisfactory resolution is achieved.
- Feedback Collection: Collect customer feedback about the shopping experience, products, and services and pass it on to relevant teams for improvement.
5. Payment and Billing Support:
- Handle Payment Issues: Assist customers with issues related to payment processing, declined transactions, and refund processing.
- Invoice and Billing Queries: Answer queries related to billing, invoicing, and discrepancies in charges.
6. Cross-Selling and Upselling:
- Promote Related Products: Suggest related or complementary products to customers during their inquiries or while resolving issues.
- Provide Promotional Information: Inform customers about ongoing promotions, discounts, or special offers that may be relevant to their purchase history or interests.
7. Collaboration with Other Departments:
- Coordinate with Logistics and Warehousing: Work closely with the logistics and warehouse teams to resolve issues related to shipping, product availability, and delivery times.
- Communicate with Product Teams: Relay customer feedback and common issues to product teams for improvements or changes in product offerings.
8. Managing Service Levels:
- Adhere to SLAs: Ensure that all customer queries and complaints are resolved within the company’s established service-level agreements (SLAs).
- Minimize Response Time: Strive to reduce response times for customer queries, ensuring a smooth and timely interaction for all customers.
9. Customer Satisfaction and Retention:
- Ensure Customer Satisfaction: Focus on providing solutions that lead to high levels of customer satisfaction, resolving issues in a professional and timely manner.
- Build Customer Loyalty: Foster a positive relationship with customers, encouraging repeat business and brand loyalty through excellent service.
10. Reporting and Analytics:
- Track Performance Metrics: Monitor key performance indicators (KPIs), such as response time, resolution time, customer satisfaction scores, and feedback.
- Generate Reports: Provide regular reports on customer service performance, highlighting common issues, areas for improvement, and successes.
11. Continuous Improvement:
- Stay Updated: Keep abreast of the latest product offerings, website changes, and e-commerce trends to better assist customers.
- Training: Participate in ongoing training and development to improve customer interaction skills, technical knowledge, and product expertise.
Key Skills for a Customer Care Executive in E-commerce:
- Communication Skills: Excellent verbal and written communication skills to effectively interact with customers and resolve issues.
- Problem-Solving Abilities: Strong problem-solving skills to handle various customer complaints and queries efficiently.
- Product Knowledge: In-depth knowledge of the company’s products and services to provide accurate and helpful information.
- Customer Service Orientation: A customer-first attitude, focusing on providing the best possible solutions to enhance customer satisfaction.
- Technical Skills: Basic knowledge of e-commerce platforms, payment gateways, and customer relationship management (CRM) software.
- Time Management: Ability to handle multiple customer interactions while adhering to response time guidelines and SLAs.
