Email Support Executive

P9 Farms; Pune District; On-site; INR 450,000 - 700,000; Full time

Job summary

Provilac in Pune is seeking an experienced Customer Care professional to manage escalated customer complaints and ensure timely resolutions. You will communicate with customers, coordinate with internal teams, and guide junior members of the team.

The role focuses on maintaining high customer experience, handling multi-channel communications, and preparing concise resolution reports to prevent recurrence.

Qualifications

• Graduate in any discipline; Business Administration or Commerce preferred.
• Experience in Customer Service, Customer Care, BPO/KPO or FMCG.
• 2+ years in complaint handling or management.
• Experience in FMCG or dairy industry is preferred.

Responsibilities

• Handle customer complaints via email, WhatsApp, social media, chat and other channels.
• Resolve escalated complaints beyond the regular team.
• Call customers to explain solutions and follow up until resolved.
• Maintain records of complaints and resolutions in the CRM.
• Coordinate with Logistics, Sales and Quality to resolve issues.
• Identify recurring complaints and suggest prevention measures.
• Prepare basic complaint resolution reports.
• Guide and train junior team members.

Skills

Written communication

Verbal communication

CRM tools

MS Excel

Problem solving

Empathy

Team guidance

Report preparation

Education

Graduate (any discipline)

Business Administration or Commerce preferred

Tools

CRM tools

MS Excel

Job description

Company: Provilac
Location: Pune
Experience: 3- 5 years

About the Role

We are looking for an experienced Customer Care professional to handle escalated customer complaints, resolve difficult cases, and ensure a positive customer experience. The role involves communicating with customers, coordinating with internal teams, and ensuring complaints are resolved on time.

Key Responsibilities

• Handle customer complaints received through email, WhatsApp, social media, chat and other channels.
• Resolve escalated complaints that the regular Customer Care team is unable to handle.
• Call customers when required, explain solutions and follow up until their issues are resolved.
• Maintain accurate records of complaints and their resolutions in the CRM.
• Coordinate with Logistics, Sales and Quality teams to resolve customer issues.
• Identify recurring complaints and suggest ways to prevent them.
• Prepare basic reports on complaints and their resolution.
• Support and guide junior Customer Care team members and help train new joiners.

Required Skills

• Excellent written and verbal communication skills.
• Strong email drafting and formal English writing skills.
• Good problem-solving and customer-handling abilities.
• Patience, empathy and the ability to handle dissatisfied customers.
• Knowledge of CRM tools, MS Excel and customer service software.
• Ability to analyse complaint trends and prepare reports.
• Ability to guide and support junior team members.

Qualifications & Experience

• Graduate in any discipline; Business Administration or Commerce preferred.
• 35 years of experience in Customer Service, Customer Care, BPO/KPO or FMCG.
• At least 2 years of experience in complaint handling or complaint management.
• Experience in the FMCG or dairy industry is preferred.