Customer Care Executive

MSP Group; Kolkata District; On-site; INR 250,000 - 450,000; Full time

Job summary

MSP Group in Kolkata is seeking a dynamic Customer Care Executive for its Beauty & Personal Care brand. You will handle customer queries, resolve complaints, provide product guidance, and ensure an exceptional customer experience across calls, email, WhatsApp, and social channels.

The ideal candidate has 2–7 years of customer care experience, excellent communication, empathy, and the ability to work across teams to maintain brand standards.

Qualifications

• Graduate in any discipline; customer service certification preferred.
• 2–7 years in customer care or support, beauty/personal care experience preferred.
• Excellent English and Hindi; knowledge of regional languages an advantage.
• Proficient with CRM systems and basic computer skills.

Responsibilities

• Handle inbound and outbound customer calls professionally.
• Respond to queries via phone, email, WhatsApp, social media, and chat.
• Provide product guidance and track order status.
• Resolve complaints and ensure timely closure.
• Maintain records in CRM and coordinate with logistics/sales.
• Support cross-selling and upselling initiatives.
• Escalate critical issues to the manager when needed.
• Maintain brand etiquette and drive customer satisfaction.

Skills

Communication skills

Empathy

Active listening

Multitasking

Time management

Conflict resolution

Customer relationship

Problem solving

Team collaboration

CRM handling

Education

Graduate in any discipline

Tools

CRM software

Job description

Job Summary

We are looking for a dynamic and customer-focused Customer Care Executive for our Beauty & Personal Care brand. The candidate will be responsible for handling customer queries, resolving complaints, providing product-related guidance, and ensuring an exceptional customer experience across all communication channels. The ideal candidate should possess excellent communication skills, empathy, patience, and a strong service-oriented attitude.

Key Responsibilities

• Handle inbound and outbound customer calls professionally.
• Respond to customer queries through phone, email, WhatsApp, social media, and chat support.
• Provide accurate information regarding beauty and personal care products, usage, offers, and order status.
• Resolve customer complaints efficiently and ensure timely closure.
• Maintain proper records of customer interactions in CRM systems.
• Coordinate with logistics, sales, and operations teams for issue resolution.
• Ensure high customer satisfaction and positive brand experience.
• Follow up with customers regarding feedback and service quality.
• Assist in customer retention and relationship-building activities.
• Escalate critical customer concerns to the reporting manager when required.
• Support cross-selling and up-selling initiatives as per business requirements.
• Maintain professionalism and brand etiquette while interacting with customers.

Core Competencies

• Customer Relationship Management
• Effective Communication Skills
• Customer Query Resolution
• Complaint Handling & Escalation Management
• Product Knowledge Beauty & Personal Care
• Active Listening & Empathy
• Customer Retention & Satisfaction
• CRM Software Handling
• Telecalling & Email Etiquette
• Problem Solving Ability
• Multitasking & Time Management
• Social Media Customer Handling
• Team Collaboration
• Conflict Resolution Skills
• Service Orientation

Educational Qualification

• Graduate in any discipline.
• Additional certification in Customer Service or Communication will be preferred.

Experience

• 2-7 years of experience in customer care/customer support.
• Experience in Beauty, Cosmetics, Wellness, Skincare, FMCG, or Personal Care industry will be preferred.

Required Skills

• Excellent verbal and written communication skills.
• Good command over English, Hindi, and regional language(s).
• Basic computer knowledge and CRM handling experience.
• Strong interpersonal and relationship management skills.
• Ability to handle difficult customer situations calmly and professionally.

Preferred Attributes

• Pleasant personality with customer-centric attitude.
• Passion for beauty and personal care products.
• Ability to work in a fast-paced environment.
• Positive attitude and willingness to learn.

Location

Kolkata

Employment Type

Full-Time

Salary

As per company standards and experience.