Customer Care Executive- Kothaguda

Job Role: Customer Support Executive Voice / Email Process Key Responsibilities Handle inbound and outbound voice calls or emails to resolve customer queries. Listen carefully and understand customer requirements. Provide accurate information about products, services, features, and benefits. Deliver end-to-end solutions to customer concerns. Ask relevant questions and use effective probing and prompting techniques to understand customer needs. Capture all customer-provided information accurately and within the required timelines. Follow up with brands as per the escalation matrix until the issue is completely resolved. Maintain up-to-date knowledge of products, processes, and services offered by the client. Ensure complete adherence to quality parameters, SOPs, and process guidelines. Coordinate effectively with team members, SMEs, and Team Leaders. Maintain 100% schedule adherence. Escalate calls or issues to the Team Leader / Manager whenever required. Handle irate and demanding customers professionally and tactfully. Maintain a customer-focused approach throughout every interaction. Skills & Competencies Typing Speed: Minimum 15 WPM with 75% accuracy. Good computer operating skills. Familiarity with the internet and basic online tools. Strong process orientation and systems-thinking ability. Average to good communication skills in English and Hindi. Good telephone etiquette and customer-handling skills. Customer-focused and professional approach. Good listening and problem-solving abilities. Willingness to learn and adapt to new processes. Ability to work effectively as part of a team. .