Customer Care Executive- Internship

TR, part of the Trifast plc group; Chennai District; On-site; INR 300,000 - 420,000; Full time

Job summary

TR, part of the Trifast plc group, is seeking a Customer Care Executive to manage customer interactions and ensure a positive experience across channels.

The role requires handling inquiries, maintaining records, and collaborating with Sales/Support to resolve issues and promote products. Strong communication and problem-solving skills are essential for success in this position.

Qualifications

• Bachelor’s or Diploma in Business Administration or related field.
• Strong verbal and written communication skills.
• Ability to think critically and resolve issues efficiently.
• Understanding customer emotions and maintaining calm demeanour.
• Familiarity with tools for managing customer interactions (CRM).

Responsibilities

• Handle inbound/outbound communications via phone and email.
• Resolve customer issues promptly and professionally.
• Maintain accurate records of interactions and resolutions.
• Collaborate with sales and technical support to address needs.
• Collect and analyze customer feedback for service improvements.
• Assist in promoting products and upselling when appropriate.

Skills

Verbal communication

Written communication

Critical thinking

Customer empathy

CRM tools

Education

Bachelor’s or Diploma in Business Administration

Tools

CRM software

Job description

Customer Care Executive is responsible for managing customer interactions, resolving issues, and ensuring a positive customer experience across various communication channels.

Responsibilities:

Customer Interaction

• Handle inbound and outbound communications through phone calls and emails. This includes addressing customer queries, complaints, and feedback promptly and professionally.
• Efficiently resolve customer complaints and inquiries, ensuring that issues are addressed in a timely manner. This may involve troubleshooting problems and providing solutions that meet customer needs.

Data Management

• Maintain accurate records of customer interactions, including details of inquiries, complaints, and resolutions. This helps in tracking customer feedback and improving service quality.
• Work closely with other departments, such as sales and technical support, to address customer needs and elevate issues when necessary. This ensures a cohesive approach to customer service.

Customer Feedback

• Collect and analyse customer feedback to identify areas for improvement in service delivery. This information can be used to enhance customer satisfaction and inform business strategies.
• Assist in promoting products and services, providing information about current offers, and upselling when appropriate. This can contribute to revenue generation while ensuring customer satisfaction.

Performance Metrics

• Meet or exceed customer service performance metrics and targets, which may include response times, resolution rates, and customer satisfaction scores.

Qualifications

• Bachelor’s degree or Diploma in Business Administration or a related field.
• Strong verbal and written communication skills are essential for effectively interacting with customers and conveying information clearly.
• The ability to think critically and resolve issues efficiently is crucial in maintaining customer satisfaction.
• Understanding customer emotions and maintaining a calm demeanour during challenging interactions is important for building trust and rapport.
• Familiarity with tools used for managing customer interactions is often required.