Customer Service Executive

CIEL HR; Chennai District; On-site; INR 300,000 - 540,000; Full time

Job summary

CIEL HR is seeking a Customer Care Associate in Chennai to manage inbound and outbound interactions via voice, email, or chat. The role focuses on resolving customer concerns, promoting products, and achieving contact center productivity and sales targets.

You will perform outbound follow-ups, surveys, and lead qualifications while maintaining high-quality service and accurate CRM records. Excellent communication and multitasking in a fast-paced center are essential.

Qualifications

• Bachelor's degree or equivalent qualification.
• 1-3 years of experience in customer service, contact center operations, tele-sales, or outbound customer engagement is preferred.

Responsibilities

• Handle inbound customer inquiries professionally across multiple channels.
• Conduct outbound calls for follow-ups, reminders, surveys, lead qualifications, and tele-sales campaigns.
• Engage customers using consultative selling techniques to promote products or services.

Skills

Verbal communication

Written communication

Customer service

Tele-sales

CRM experience

Multitasking

Problem-solving

Negotiation

Microsoft Office

Team collaboration

Education

Bachelor's degree or equivalent

Tools

CRM systems

Ticketing systems

MS Office

Job description

Job Summary

The Customer Care Associate is responsible for delivering exceptional customer service by managing inbound and outbound customer interactions through voice, email, or chat channels. The role involves resolving customer concerns, conducting customer surveys, promoting products and services through effective tele-sales conversations, and delivering a positive customer experience while achieving contact center productivity, quality, and sales objectives.

Key Responsibilities

• Handle inbound customer inquiries professionally and efficiently across multiple communication channels.
• Conduct outbound calls for customer follow-ups, service reminders, feedback surveys, lead qualifications, and tele-sales campaigns.
• Effectively engage customers using consultative selling techniques to promote products, services, renewals, and value-added offerings.
• Identify customer needs and recommend suitable products or services to maximize customer satisfaction and business opportunities.
• Achieve outbound sales conversion and survey completion targets while maintaining high-quality customer interactions.
• Resolve customer complaints, service requests, and account-related queries within defined service levels.
• Provide accurate product, service, pricing, and account information.
• Update customer interactions, survey responses, sales outcomes, and follow-up actions in CRM systems.
• Ensure compliance with company policies, regulatory requirements, and data privacy standards.
• Maintain professionalism, empathy, and customer focus during every interaction.
• Coordinate with internal teams to resolve customer issues and ensure timely closure.
• Continuously contribute to process improvement by identifying customer feedback and recurring issues.

Required Skills

• Excellent verbal and written communication skills.
• Strong customer service and relationship management abilities.
• Excellent persuasion, negotiation, and objection-handling skills.
• Ability to confidently deliver tele-sales pitches and influence customer decisions.
• Strong outbound calling and customer engagement skills.
• Ability to build rapport quickly and maintain positive customer relationships.
• Good conflict resolution and problem-solving capabilities.
• Ability to multitask and work effectively in a fast-paced contact center environment.
• Basic analytical and troubleshooting skills.
• Proficiency in CRM applications, ticketing systems, and Microsoft Office applications.

Qualifications

• Bachelor\'s degree or equivalent qualification.
• 1-3 years of experience in customer service, contact center operations, tele-sales, or outbound customer engagement is preferred.

Preferred Qualifications

• Experience in inbound and outbound voice support.