Customer Care Executive

Kich Architectural Products; Rajkot; On-site; INR 250,000 - 360,000; Full time

Job summary

Kich Architectural Products is seeking a customer support executive to handle inquiries via calls, emails, chats, and social media across multiple channels. You will record interactions, respond to questions about products and services, and resolve issues within defined SLAs while elevating complex cases when needed.

You will maintain a courteous, empathetic attitude, follow up on open tickets, and collaborate with cross-functional teams to improve the overall customer experience.

Qualifications

• MS Office proficiency required.
• Excellent verbal and written communication across voice, email, and chat.
• Strong problem-solving with focus on resolving issues within customer SLAs.

Responsibilities

• Handle inbound and outbound calls, emails, chats, and social media messages from customers.
• Respond to customer inquiries regarding products, services, and complaints.
• Record customer interactions, inquiry details, complaints, and actions taken.
• Resolve customer issues efficiently within SLAs and elevate complex cases as needed.
• Follow up with customers to ensure issues are resolved to their satisfaction.
• Provide accurate information and guidance to customers in a courteous manner.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Identify trends in customer issues and report feedback to relevant teams.
• Support cross-functional teams in improving the customer experience.

Skills

MS Office

Multichannel communication

SLA-driven problem solving

Tools

ERP Software

Job description

Role & responsibilities

• Handle inbound and outbound calls, emails, chats, and social media messages from customers.
• Respond to customer inquiries regarding products, services, and complaints.
• Record customer interactions, inquiry details, complaints, and actions taken.
• Resolve customer issues efficiently within service-level agreements (SLAs) and elevate complex cases as needed.
• Follow up with customers to ensure issues are resolved to their satisfaction.
• Provide accurate information and guidance to customers in a courteous manner.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Identify trends in customer issues and report feedback to relevant teams.
• Support cross-functional teams in improving the customer experience.

Preferred candidate profile

• Computer Skills: Proficient in MS Office and experienced with ERP Software.
• Excellent verbal and written communication skills across multiple channels (voice, email, chat).
• Strong problem-solving abilities with a focus on resolving issues within customer SLAs.