Customer /Senior Customer Executive

Adeptuz Management Solutions; Bengaluru; On-site; INR 200,000 - 420,000; Full time

Job summary

Adeptuz Management Solutions is seeking a Customer Care Executive to provide exceptional support mainly via phone. This role involves addressing customer queries, maintaining product knowledge, and ensuring a positive customer experience. Senior roles will further mentor juniors and enhance process improvements.

Ideal candidates should have 6 months to 6 years of relevant experience, a 12th-grade education or higher, and must be willing to work in rotational shifts. A competitive salary package of Rs. 2.0 to 4.2 Lacs per annum is offered.

Qualifications

• Minimum 6 months to 6 years in a voice process (inbound or outbound) in BPO.
• Prior experience in outbound sales is desirable.
• Willing to work in night/rotational shifts.

Responsibilities

• Handle inbound/outbound calls professionally.
• Understand and resolve customer issues promptly.
• Maintain knowledge of company products and services.

Skills

Excellent communication in English

Problem-solving

Analytical skills

Ability to multitask and prioritize

Customer service skills

Education

12th / Undergraduate / Graduates

Job description

Job Role

As a Customer Care Executive or Senior Customer Care Executive, you will interact with customers primarily via phone, for either inbound or outbound process. Your role will involve providing outstanding customer support by resolving queries, providing product/service information, and ensuring a positive customer experience. Senior Customer Care Executives will additionally handle complex customer issues, mentor juniors, and assist in process improvement initiatives.

Key Responsibilities

• Handle inbound and/or outbound calls professionally, responding to customer inquiries promptly and accurately.
• Understand and resolve customer issues, providing accurate information and ensuring queries are resolved timely and efficiently while maintaining high customer satisfaction.
• Maintain thorough knowledge of company products, services, and policies to provide accurate information and solutions.
• Upsell services or products to customers whenever possible.
• Communicate clearly and empathetically with customers in English, Hindi, and/or regional languages such as Kannada, Tamil, Telugu, Marathi, Bengali, Gujarati, Malayalam, etc.
• Accurately record customer interactions, complaints, and feedback in the CRM system as per organizational standards.
• Follow standard operating procedures and guidelines to ensure compliance and quality service delivery.
• Meet or exceed defined performance metrics such as Customer Satisfaction (CSAT), Average Handling Time (AHT), First Call Resolution (FCR), and adherence to schedule.
• Escalate unresolved issues to the appropriate internal teams whenever required.
• Maintain a high level of professionalism in all communications with customer.
• Maintain accurate records of customer interactions and solutions provided in the CRM system.
• Mentor and train junior executives to improve team performance and facilitate knowledge sharing.
• Participate actively in team meetings, feedback sessions, and quality audits to contribute to ongoing process enhancements.
• Work in fixed day shifts or rotational shifts as per business requirements, ensuring punctuality and attendance.

Required Key Skills / Desired Experience

• Educational Qualification: 12th / Undergraduate / Graduates are eligible to apply for the role.
• Work Experience: Minimum 6 months to 6 Years in a Voice process (inbound or outbound) in BPO.
• Prior experience in an outbound sales process would be highly desirable.
• Notice Period: Candidates who can join immediately or in 10 or 15 days would be considered favorably.
• Salary Range: Rs. 2.0 to 4.2 Lacs Per Annum / Rs. 16,000 to 35,000 Per Month.
• Communication and Languages: Excellent good communication in English.
• Willing to work in night or rotational shifts with rotational offs. Day Shift processes are also available.
• Able to multitask, prioritize, and manage time efficiently.
• Ability to flourish with minimal guidance, be proactive, and handle uncertainty.
• Strong problem-solving and analytical skills.