Senior Executive-Back-End/Voice/ Customer Service-Inbound - English customer service

EXL Talent Acquisition Team; Pune District; On-site; INR 360,000 - 480,000; Full time

Job summary

EXL Talent Acquisition Team in Pune, Maharashtra, seeks an experienced Customer Care Executive to join our support team. You will handle customer interactions across calls, chats, emails, and WhatsApp, while performing WhatsApp admin tasks and reporting.

The ideal candidate has 3+ years of proven customer service experience and can support multiple departments with varied complexities. Join a dynamic, fast-paced environment with rotational shifts, weekend and holiday coverage, and opportunities

Qualifications

• Minimum 3 years of experience in customer service or support roles.
• Strong English communication skills, verbal and written.
• Experience with CRM tools and multi-channel support.

Responsibilities

• Respond promptly to inquiries via phone, chat, email, and WhatsApp.
• Provide accurate information and resolve issues efficiently.
• Maintain records of interactions and adhere to performance metrics.
• Handle WhatsApp admin tasks including routing, escalation, and reporting.
• Collaborate with cross-functional teams to resolve complex queries.
• Work in rotational shifts including weekends and holidays.

Skills

Excellent communication

Multitasking

Customer empathy

Education

Bachelor’s degree or equivalent

Tools

CRM software

Chat platforms

Email systems

Job description

Job Title: Customer Care Executive

Location: Pune, Maharashtra
Reports To: Customer Service Executive
Shift Type: Rotational Shifts (24x7 Support)

Job Summary:

We are seeking experienced and dynamic Customer Care Executives to join our support team. This role involves handling customer interactions across multiple channels including calls, chats, emails, and WhatsApp, while also managing administrative tasks related to WhatsApp communication. The ideal candidate will have 3+ years of proven experience in customer service and the ability to support multiple departments with varying levels of complexity.

Requirements:

• Minimum 3 years of experience in customer service or support roles.
• Strong communication skills in English (verbal and written); additional languages are a plus.
• Proficiency in using CRM tools, chat platforms, and email systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Experience handling multiple support channels simultaneously.
• Flexibility to work in rotational shifts and support different departments.
• Problem-solving mindset with a customer-first attitude.
• Familiarity with WhatsApp Business or similar messaging platforms is preferred.

Key Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, chat, email, and WhatsApp.
• Provide accurate information and resolve customer issues efficiently.
• Maintain high levels of customer satisfaction through excellent service.
• Handle WhatsApp admin tasks including message routing, escalation, and reporting.
• Collaborate with cross-functional teams to resolve complex queries.
• Adapt to different departmental processes and product knowledge.
• Maintain detailed records of customer interactions and transactions.
• Meet performance metrics including response time, resolution rate, and customer feedback.
• Participate in rotational shifts including weekends and holidays.

Preferred Qualifications:

• Bachelor’s degree or equivalent in any discipline.
• Experience in e-commerce, retail, orCustomer service environments.